Employee services resources

<p>Zendesk for Employee Service is a modern solution that leverages the latest AI technology to streamline employee service operations, improve support team efficiency, and increase employee satisfaction through integrated, intuitive, and personalized service. </p><p>Great employee service isn’t just good for employees. It’s good for business. Here, you’ll find links to resources that can help you streamline your service delivery and provide quality employee service with Zendesk, resulting in happier, more productive employees.</p><h3 id="h_01KMDTT2EXXMWMABVHN5N59XM6">Getting started</h3><p>In many ways, setting up a Zendesk account for employee services is similar to setting it up for customer support. The same basics need to be configured, including: admins, agents, and end users; support email address; other support channels, such as messaging or voice; agent experience; and ticket routing and workflows. These details are described in <a href="https://support.zendesk.com/hc/en-us/sections/4405298875290">Getting started with Zendesk Suite</a>.</p><p>However, Employee Service Suite plans also include some additional pre-defined brands, business rules, and sample data that are designed specifically for common HR and IT use cases. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/9012803758362">Using the sample data for employee services</a>.</p><p>Additionally, the following features were designed specifically for employee service use cases:</p><ul>
<li data-list-item-id="e72557677d0f14c9a4ce55811118bc3f8"><a href="#h_01KMAYD19VGH4XF8AJ4MQH2AP5">Approval requests</a></li>
<li data-list-item-id="e837549f04597a6b9debd197e24f76ba8"><a href="#h_01KMAYDEJPHWF3MCZ2AN36ACGS">Task lists</a></li>
<li data-list-item-id="ef0195c2262a4b2677d29e177affd7341"><a href="#h_01KMAYR2PHMKP99DV2NAPM0F6K">Service catalog</a></li>
<li data-list-item-id="ead992415eacfae683bfd46e1d8c84c88"><a href="#h_01KMAZ54SBSTCMMJJ3QM4VY55Z">IT asset management (EAP)</a></li>
<li data-list-item-id="ea0579e9710b20f1b1fb8082e8483523f"><a href="#h_01KMAZEJXPS2VRVJX2E8HSDNQP">Action builder and action flows</a></li>
</ul><h3 id="h_01KMAYD19VGH4XF8AJ4MQH2AP5">Approval requests</h3><p>When tickets require sign-off from someone else, such as a request for new hardware or finalizing a contract, agents can create an approval request and assign it to the appropriate agent, group, or end user. Approval requests pending a response block their associated ticket from being closed. For more information, see:</p><ul>
<li data-list-item-id="e5e6cecb2a25020ac15d66c1a65c9c3d2"><a href="https://support.zendesk.com/hc/en-us/articles/8481179038490">Understanding approvals and how they work</a></li>
<li data-list-item-id="e4da51de29cfa1563db67172034439eb3"><a href="https://support.zendesk.com/hc/en-us/articles/9475816348442">Turning on and configuring manually-created approval requests</a></li>
<li data-list-item-id="eebb9f01ef2ccfa836e342d9b3d1e83e2"><a href="https://support.zendesk.com/hc/en-us/articles/8481158639770">Creating approval requests</a></li>
<li data-list-item-id="e37327c56c525b5763b614a82bfdc550e"><a href="https://support.zendesk.com/hc/en-us/articles/9483757385114">Viewing and withdrawing approval requests</a></li>
<li data-list-item-id="e6f3a5545eb45bee73b739e3c9650908f"><a href="https://support.zendesk.com/hc/en-us/articles/8481193191322">Responding to approval requests as an agent</a></li>
<li data-list-item-id="e571caab0a4fdb400cbfa19bbb3796ed2"><a href="https://support.zendesk.com/hc/en-us/articles/4408837910426#topic_ay1_m3h_zfc">Responding to approval requests as an end user</a></li>
<li data-list-item-id="e509ade77ff56cea9d55f1c8df9f43dc8"><a href="https://support.zendesk.com/hc/en-us/articles/10831442210074">Recipe: Creating human-in-the-loop automated approval workflows</a></li>
</ul><h3 id="h_01KMAYDEJPHWF3MCZ2AN36ACGS">Task lists</h3><p>Admins can create task lists to help agents complete all of the necessary activities to solve common types of requests. Then, agents can add the task lists directly to tickets and check items off as they go. For more information, see:</p><ul>
<li data-list-item-id="e81d2ca17e7a1bd947368f3eecb9c6f47"><a href="https://support.zendesk.com/hc/en-us/articles/9676917386650">Creating and managing task lists to help agents solve tickets</a></li>
<li data-list-item-id="e06bf2e27079cef1a6a8260e486dd45f8"><a href="https://support.zendesk.com/hc/en-us/articles/10444324296090">Editing and managing task lists</a></li>
<li data-list-item-id="e7af961cee3c18f07236f0763bf965707"><a href="https://support.zendesk.com/hc/en-us/articles/9676934427418">Using task lists within tickets</a></li>
<li data-list-item-id="e73662ca2485621a9b7ba840a449e7fd3"><a href="https://community.zendesk.com/product-updates/a-closer-look-at-zendesk-task-lists-22074?tid=22074">A closer look at task lists</a></li>
</ul><h3 id="h_01KMAYR2PHMKP99DV2NAPM0F6K">Service catalog</h3><p>Admins can configure a service catalog in their help center to streamline employee requests. The service catalog provides a list of services and assets that users can request, along with all of the unique fields and data required to resolve the request, which all goes into a ticket. The agent assigned to the ticket can then use approval requests and task lists, as needed, to solve the request. For more information, see:</p><ul>
<li data-list-item-id="e9f90e2e1d03b84f6330fa124b2dde44c"><a href="https://support.zendesk.com/hc/en-us/articles/9443951511450">Turning the service catalog on and off</a></li>
<li data-list-item-id="e815980b96ff202cc4a914f603de49d1a"><a href="https://support.zendesk.com/hc/en-us/articles/8478940252698">Adding services to your service catalog</a></li>
<li data-list-item-id="edfcdbc1dca766d340c36eba6dcc9b239"><a href="https://support.zendesk.com/hc/en-us/articles/9444017009690">Editing and managing services in your service catalog</a></li>
<li data-list-item-id="edca47946af4b23c4de4b7606bd1fd327"><a href="https://support.zendesk.com/hc/en-us/articles/4408846805530#topic_ijj_s2k_cgc">Submitting service catalog requests</a></li>
</ul><h3 id="h_01KMAZ54SBSTCMMJJ3QM4VY55Z">IT asset management (EAP)</h3><p>IT assets are a common type of service requested by employees. The IT asset management (ITAM) feature allows admins to manage IT assets through their lifecycle entirely within Zendesk. IT assets can be connected to items in your service catalog. For more information, see:</p><ul>
<li data-list-item-id="e159aff36e417bb9bf8a4ee52d1b6169e"><a href="https://support.zendesk.com/hc/en-us/articles/9817293579674">Turning on IT asset management in Zendesk (EAP)</a></li>
<li data-list-item-id="ed67246a765fe3e36a36e2090581d1842"><a href="https://support.zendesk.com/hc/en-us/articles/9817310808090">Creating and configuring assets in Admin Center (EAP)</a></li>
<li data-list-item-id="ee6bf2eca3434c0eb03f7530094b7fc42"><a href="https://support.zendesk.com/hc/en-us/articles/9817279885466">Using assets in ticket workflows (EAP)</a></li>
<li data-list-item-id="ee3d87daf74ab6b32fabf965160de73ee">
<a href="https://support.zendesk.com/hc/en-us/articles/10207262050330" target="_blank" rel="noopener noreferrer">Using Jamf Pro actions in action flows</a> (<a href="https://support.zendesk.com/hc/en-us/articles/9886132130202" target="_blank" rel="noopener noreferrer">ITAM EAP</a> only)</li>
<li data-list-item-id="ec8e489c052bfe5885b498393b7b79cf9">
<a href="https://support.zendesk.com/hc/en-us/articles/10207241177882" target="_blank" rel="noopener noreferrer">Using Microsoft Intune actions in action flows</a> (<a href="https://support.zendesk.com/hc/en-us/articles/9886132130202" target="_blank" rel="noopener noreferrer">ITAM EAP</a> only)</li>
</ul><h3 id="h_01KMAZEJXPS2VRVJX2E8HSDNQP">Action builder and action flows</h3><p>Action flows are user-defined automated sequences of steps that perform actions in Zendesk and external systems based on a defined event that initiates the workflow. For more information, see the <a href="https://support.zendesk.com/hc/en-us/sections/10840652291738" target="_blank" rel="noopener noreferrer">Action builder and action flows</a> page.</p><script id="docs-schema-markup" type="application/ld+json">{
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