About the Zendesk Employee Service Suite

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<p id="docs-hc-snippet" style="display: none;">Articles in the series</p>
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<p class="sidenav-heading">Articles in the series</p>
<ul class="nav nav-underline flex-column" id="topic_vkm_yl1_zgc__ul_nvr_myr_t3c">
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/10386345608346" target="_blank">Messaging deployment guide:
Introduction</a></li>
<li class="li">Part 1: About the Zendesk Employee Service Suite</li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/9012803758362" target="_blank">Part 2: Using the sample data for employee
services</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/10488094678682" target="_blank">Part 3: Simplifyig the submission of employee
service requests</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/10488109018906" target="_blank">Part 4: Streamlining the resolution of
employee service requests</a></li>
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<p class="p"><span class="ph suite_es_all">Employee Service Suite | Team, Growth, Professional, Enterprise, or Enterprise Plus</span></p>
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<p class="p">Zendesk provides several Employee Service Suite plans for organizations that want to use
Zendesk products exclusively for internal services, including Human Resources (HR),
Finance, Legal, and Information Technology (IT). </p>
<div class="p">These plans have new capabilities specifically designed for managing employee services,
such as:<ul class="ul" id="topic_vkm_yl1_zgc__ul_jfw_ssc_zgc">
<li class="li">Accessing essential employee data directly within tickets using the Workday
app</li>
<li class="li">Streamlining your employees' service requests with a service catalog in
Zendesk</li>
<li class="li">Generating and managing approvals directly within service requests
(tickets)</li>
<li class="li">Streamlining agent workflows by providing pre-defined task lists for common
ticket topics</li>
<li class="li">Managing and assigning IT assets directly within service requests (tickets)</li>
</ul>
</div>
<p class="p">Together, the capabilities in the Employee Service Suite support the optimization of
employee service management, creating a more efficient and responsive support
environment within organizations.</p>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_amw_3tc_zgc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the Employee Service Suite features</h2>
<div class="body">
<p class="p">The Zendesk Employee Service Suite is tailored for organizations that want to use
Zendesk products exclusively for internal services. Although some of the features
described below can also be used in customer service workflows, they are designed
specifically for common employee service use cases.</p>
<div class="p">The Employee Service Suite plans include all features of the equivalent Customer
Service Suite plans along with the following features and enhancements:<ul class="ul" id="topic_amw_3tc_zgc__ul_lvg_55c_zgc">
<li class="li"><a class="xref" href="#topic_vvn_jtc_zgc">Workday integration</a></li>
<li class="li"><a class="xref" href="#topic_kyq_ktc_zgc">Service catalog</a></li>
<li class="li"><a class="xref" href="#topic_wqg_ltc_zgc">Approvals</a></li>
<li class="li"><a class="xref" href="#topic_epg_b5c_zgc">Tasks</a></li>
<li class="li"><a class="xref" href="#topic_wbv_c5c_zgc">Asset management
(EAP)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9012803758362" target="_blank">Sample content and configurations
specific to employee services</a></li>
</ul>
</div>
<p class="p">Customers can find more information, including pricing and features, on the Zendesk
website. To purchase a plan, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8767884917914" target="_blank">Buying Zendesk Employee Service Suite</a>.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_vvn_jtc_zgc">
<h3 class="title topictitle3" id="ariaid-title3">Workday integration</h3>
<div class="body">
<p class="p">Integrating the Workday app with Zendesk Support enhances the ticketing
experience by allowing agents to access essential employee data directly within
tickets. This integration improves efficiency by providing a read-only view of
employee information, enabling quicker ticket resolutions without switching
applications.</p>
<p class="p">The app supports multiple Workday and Zendesk instances, ensuring flexibility for
various organizational setups.</p>
<p class="p"><img class="image" id="topic_vvn_jtc_zgc__image_ijx_x1d_zgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/workday_sidebar_app_worker.png" width="500"></p>
<p class="p">To learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8220920383258" target="_blank">Installing and configuring the Workday app
for Zendesk Support</a>.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_kyq_ktc_zgc">
<h3 class="title topictitle3" id="ariaid-title4">Service catalog</h3>
<div class="body">
<p class="p">The Service catalog in Zendesk allows employees to request various services
through the help center. Admins maintain and publish a list of services, which
are automatically linked to the tickets associated with employees' service
requests. This means agents can manage the service requests directly through the
Zendesk Agent Workspace.</p>
<p class="p">This structured approach enhances the efficiency of handling employee requests
and improves overall service delivery within organizations.</p>
<p class="p"><img class="image" id="topic_kyq_ktc_zgc__image_q42_rcd_zgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-serv-cat-request-page-submit.png" width="500"></p>
<p class="p">To learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9443951511450" target="_blank">Turning the service catalog on</a>. </p>
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<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_wqg_ltc_zgc">
<h3 class="title topictitle3" id="ariaid-title5">Approvals</h3>
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<p class="p">Approvals make it possible for agents to submit requests on behalf of other
agents and end users. These requests are then approved by other agents or end
users who have the authority to make a decision about the request.</p>
<p class="p">Approvals can increase agent efficiency, ensure compliance, maintain quality
control, and provide transparency in your workflows.</p>
<p class="p"><img class="image" id="topic_wqg_ltc_zgc__image_orw_wcd_zgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/es_approvals_ticket_messages.png" width="500"></p>
<p class="p">To learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8481179038490" target="_blank">About approvals and how they work</a>.</p>
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<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_epg_b5c_zgc">
<h3 class="title topictitle3" id="ariaid-title6">Tasks</h3>
<div class="body">
<p class="p">Task lists provide a way for admins to create pre-defined lists of actions agents
need to complete in common scenarios. These task lists can then be used by
agents directly in the Zendesk Agent Workspace to keep track of necessary
actions they must perform without having to navigate away from the
ticket.</p>
<p class="p">To learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9676917386650" target="_blank">Creating task lists</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9676934427418" target="_blank">Using task lists within tickets</a>.</p>
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<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_wbv_c5c_zgc">
<h3 class="title topictitle3" id="ariaid-title7">IT Asset management (EAP)</h3>
<div class="body">
<p class="p">IT asset management (ITAM) makes it possible to track your asset inventory,
support service requests related to assets, and assign assets to employees within
Zendesk.</p>
<p class="p">To learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817293579674" target="_blank">Turning on IT asset management in
Zendesk</a>.</p>
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