Zendesk Employee Service Suite overview

Employee Service Suite | Team, Growth, Professional, Enterprise, or Enterprise Plus

The Zendesk Employee Service Suite is tailored for organizations that want to use Zendesk products exclusively for internal services.

These plans have new capabilities specifically designed for managing employee services, such as:

Accessing essential employee data directly within tickets using the Workday app

Streamlining your employees' service requests with a service catalog in Zendesk

Generating and managing approvals directly within service requests (tickets)

Streamlining agent workflows by providing pre-defined task lists for common ticket topics

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.

Understanding the Employee Service Suite features

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). 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.

The Employee Service Suite plans include all features of the equivalent Customer Service Suite plans along with the following features and enhancements:

Workday integration

Service catalog

Approvals

Tasks (EAP)

Sample content and configurations specific to employee services

Customers can find more information, including pricing and features, on the Zendesk website. To purchase a plan, see Buying Zendesk Employee Service Suite.

Workday integration

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.

The app supports multiple Workday and Zendesk instances, ensuring flexibility for various organizational setups.

To learn more, see Installing and configuring the Workday app for Zendesk Support.

Service catalog

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.

This structured approach enhances the efficiency of handling employee requests and improves overall service delivery within organizations.

To learn more, see Turning the service catalog on.

Approvals

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.

Approvals can increase agent efficiency, ensure compliance, maintain quality control, and provide transparency in your workflows.

To learn more, see About approvals and how they work.

Tasks (EAP)

Task lists provide a way for admins to create pre-defined lists of actions agents need to complete in common scnearios. 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.

To learn more, see Creating task lists and Using task lists within tickets.