Adding services to your service catalog

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<p id="docs-hc-snippet" style="display: none;">The service catalog is a user-defined ticket channel. If the service cataloghas been turned on, Support admins can create a list of services and assets that users can then request through the help center. When a user submits a service request, a ticket is automatically created and linked to the service or asset, and includes all of the unique fields and data required to resolve the request. This article describes how to add services to your service catalog and publish them so users can start submitting service requests.</p>
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You can add services to the service catalog so users can submit service
requests that create linked tickets with the right fields and data. As
an admin, you can add descriptions, custom ticket fields, file uploads,
asset options, and categories, then save drafts and publish them. You
can also let users request items on behalf of others when needed.
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<p class="p">The service catalog is a user-defined ticket channel. If the service catalog <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9443951511450" target="_blank">has been turned on</a>, Support admins can create a list of
services and assets that users can then request through the help center. When a user
submits a service request, a ticket is automatically created and linked to the service
or asset, and includes all of the unique fields and data required to resolve the
request. This article describes how to add services to your service catalog and publish
them so users can start submitting service requests.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_tjc_kl1_wfc__ul_a1v_yv1_wfc">
<li class="li"><a class="xref" href="#topic_rnl_d3f_pdc">Adding services to the service catalog</a></li>
<li class="li"><a class="xref" href="#topic_url_ntc_zjc">Allowing users to request services on behalf of others</a></li>
<li class="li"><a class="xref" href="#topic_cc4_cw1_wfc">Publishing services to your service catalog</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic_tjc_kl1_wfc__ul_bxm_mgw_dgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9444017009690" target="_blank">Editing and managing services in your service
catalog</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10231440438938" target="_blank">Creating and managing categories for your
service catalog</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846805530#topic_ijj_s2k_cgc" target="_blank">Submitting service catalog
requests</a></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10464506112026" target="_blank">Workflow recipe - Building an employee
service catalog with Zendesk</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_rnl_d3f_pdc">
<h2 class="title topictitle2" id="ariaid-title2">Adding services to the service catalog</h2>
<div class="body">
<p class="p">When you create and publish a service, it's added to the service catalog items list
and is available for users to request from their service catalog. </p>
<p class="p">When you create service catalog items, accompanying <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836460698#topic_p3b_rwv_dgc" target="_blank">service request forms</a> are created
automatically. A ticket field named <em class="ph i">Service</em> is also automatically created on
your instance when you start using the service catalog, which can be used to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11114620990490" target="_blank">convert tickets into service requests</a>. You
cannot edit or delete the service request forms.</p>
<p class="p">
</p>
<p class="p">You must be a Support admin to create services.</p>
<div class="p">
<strong class="ph b">To create a service catalog item</strong><ol class="ol" id="topic_rnl_d3f_pdc__ol_g2p_412_pdc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Service catalog</strong>
(<img class="image" id="topic_rnl_d3f_pdc__image_ax4_h3d_t2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Service-cat-tag-icon.png" width="20">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">Create Service</strong>.</li>
<li class="li">Add the <strong class="ph b">Title</strong> and description for the service. <p class="p">The title and
description are used to identify the service to end users on the related
catalog page. When users select the service, the full description
appears on the service catalog page for that service.</p>
<p class="p">You can use
the rich text editor to add formatting and images to your description,
which will be visible to users.</p>
<p class="p"><img class="image" id="topic_rnl_d3f_pdc__image_aw1_p3w_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-service-cat-title.png" width="500"></p>
</li>
<li class="li">Configure the service request form by clicking <strong class="ph b">Add field</strong> and
selecting from the following options:<ul class="ul" id="topic_rnl_d3f_pdc__ul_tjx_dbj_c3c">
<li class="li">
<strong class="ph b">Fields</strong>: Allows you to add custom ticket fields to the service
item, allowing users to provide more details about their specific
request. In the sidebar, click the add icon (+) next to each <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838961562" target="_blank">ticket field</a> you
want to add to the service. <p class="p">Adding ticket fields to
services allows users to provide more details about their
specific request. For example, if you're adding an Apple MacBook
Pro to your service catalog, you might want to add fields for
storage size, shipping address, or other details.</p>
<div class="p">If the
field that you're looking for isn't listed in the Fields
sidebar, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">create</a> a new custom
ticket field or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828883738" target="_blank">update</a> an existing
field's permissions. <div class="note">
<span class="notetitle">Note:</span> To be available for use in services,
custom ticket fields must have their permissions set to
<em class="ph i">Customers can edit</em>.</div>
</div>
</li>
<li class="li">
<strong class="ph b">Upload files</strong>: Allows users to add attachments to service
requests for this service item. Use the sidebar to modify the
attachments <strong class="ph b">Field name</strong> and <strong class="ph b">Description</strong> and select
whether attachments are <strong class="ph b">Required to submit a request</strong>.</li>
<li class="li">
<strong class="ph b">Available asset types</strong>: (ITAM EAP only) Allows users to select
the type of IT asset associated with the service request. Use the
sidebar to select which types of available assets should be listed
for this service catalog item. This field is often used in service
requests for new hardware.</li>
<li class="li">
<strong class="ph b">Assigned assets to user</strong>: (ITAM EAP only) Allows users to
select IT assets already assigned to them that are associated with
the service request. Use the sidebar to select which types of assets
should be available to select for this service catalog item. This
field is often used in service requests related to issues with a
user's assets.<p class="p">Select whether the field is <strong class="ph b">Required to submit a
request</strong> and whether to <strong class="ph b">Allow users to choose certain
asset types</strong>.</p>
</li>
</ul>
</li>
<li class="li">Click the settings icon (<img class="image" id="topic_rnl_d3f_pdc__image_y1p_dw3_q3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_settings.png">) in the top right corner, click <strong class="ph b">Select
category</strong>, and select one or more categories.<p class="p">If you haven't <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10231440438938" target="_blank">created service categories</a> or
don't select a category, the service is added to the catalog as
uncategorized.</p>
</li>
<li class="li">(Optional) If you want to add a thumbnail image to the service, making it
easier to recognize within the catalog, click the settings icon (<img class="image" id="topic_rnl_d3f_pdc__image_jpy_1jw_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_settings.png">) in the top right corner and then browse for or
drag and drop a file into the panel.</li>
<li class="li">Click <strong class="ph b">Save draft</strong>.<p class="p">When you're ready to make the service available
to users in the service catalog, you must <a class="xref" href="#topic_cc4_cw1_wfc">publish it</a>.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_url_ntc_zjc">
<h2 class="title topictitle2" id="ariaid-title3">Allowing users to request services on behalf of others</h2>
<div class="body">
<p class="p" dir="ltr" id="topic_url_ntc_zjc__docs-internal-guid-6d328e1a-7fff-fd20-4ad2-eb97ee3b7f65">By default, a
person submitting a service request becomes the requester on the resulting ticket.
However, you can let authorized users submit requests on behalf of other users. This
is useful for employee service workflows, such as a manager requesting hardware for
a team member, or an assistant submitting a request for an executive. </p>
<p class="p" dir="ltr">Here's what happens when a user submits a request on behalf of another
person:</p>
<ol class="ol" id="topic_url_ntc_zjc__ol_qkc_stc_zjc">
<li class="li" dir="ltr">The person selected in the Requester field becomes the ticket
requester, so the service or asset is associated with the correct
beneficiary.</li>
<li class="li" dir="ltr">The user who submitted the request is automatically added as a CC
(follower) so they can track progress.</li>
<li class="li" dir="ltr">Agents see an indication on the ticket showing that the request was
submitted by one user on behalf of another. </li>
</ol>
<p class="p">The ability to submit a service catalog request on behalf of another user is intended
for employee service accounts where all end users are internal employees.</p>
<p class="p">Turning on this functionality is a two-step process: </p>
<div class="p">
<ol class="ol" id="topic_url_ntc_zjc__ol_jkj_c5c_zjc">
<li class="li">First, turn on the functionality at the account level.</li>
<li class="li">Second, turn it on for specific service catalog items (for example, enabled
for "Hardware", disabled for "Payroll").</li>
</ol>
</div>
<p class="p"><strong class="ph b">To turn on this functionality at the account level</strong></p>
<ol class="ol" id="topic_url_ntc_zjc__ol_rkc_stc_zjc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Settings</strong> (<img class="image" id="topic_url_ntc_zjc__image_gmd_ldx_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_settings.png">) in the sidebar.</span></li>
<li class="li">In <strong class="ph b">Help center settings</strong>, under <strong class="ph b">Service catalog</strong>, select <strong class="ph b">Allow
end users to submit items for others</strong>. <p class="p">This setting exposes all
account users across all brands. Selecting it confirms that you take
responsibility for this change in access.</p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Update</strong>. </li>
</ol>
<p class="p">If you decide to turn off this setting later, the functionality becomes unavailable
on all services, even if it was previously turned on for specific services.</p>
<p class="p"><strong class="ph b">To turn on this functionality for a specific service catalog item</strong></p>
<ol class="ol" id="topic_url_ntc_zjc__ol_skc_stc_zjc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Service catalog</strong>
(<img class="image" id="topic_url_ntc_zjc__image_ax4_h3d_t2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Service-cat-tag-icon.png" width="20">) in the sidebar.</span><p class="p">A list of all services in your service catalog appears.</p>
</li>
<li class="li">Click a service's title to edit it. </li>
<li class="li" dir="ltr">Click the Service settings icon (<img class="image" id="topic_url_ntc_zjc__image_dgy_yg3_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_settings.png">) in the top right corner, then select the <strong class="ph b">Allow
requesters to submit for someone else</strong> option under
<strong class="ph b">Permissions</strong>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_cc4_cw1_wfc">
<h2 class="title topictitle2" id="ariaid-title4">Publishing services to your service catalog</h2>
<div class="body">
<p class="p">Services can be created ahead of time and saved as drafts. To add the service to the
service catalog, a Support admin must publish it.</p>
<div class="p">
<strong class="ph b">To publish services</strong><ol class="ol" id="topic_cc4_cw1_wfc__ol_jx4_mfl_wdc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Service catalog</strong>
(<img class="image" id="topic_cc4_cw1_wfc__image_ax4_h3d_t2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Service-cat-tag-icon.png" width="20">) in the sidebar.</span>.<p class="p"><img class="image" id="topic_cc4_cw1_wfc__image_e53_xb4_sdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-service-list-admin.png" width="600"></p>
</li>
<li class="li">Click the title of the service you want to publish.</li>
<li class="li">Click the drop-down arrow next to <strong class="ph b">Save draft</strong> and select
<strong class="ph b">Publish</strong>.</li>
</ol>
</div>
</div>
</div>
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