Summary: ◀▼

Set up your account to simplify employee request submissions by configuring IT asset management, creating custom ticket fields, and ensuring your help center supports the service catalog. Add and publish service items linked to asset types, then use triggers and action flows to route requests to the right teams. Train employees and agents to use the service catalog and asset management features for streamlined internal support.

Articles in the series

Articles in the series

  • Messaging deployment guide: Introduction
  • Part 1: About the Zendesk Employee Service Suite
  • Part 2: Using the sample data for employee services
  • Part 3: Simplifyig the submission of employee service requests
  • Part 4: Streamlining the resolution of employee service requests

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

Regardless of your employee service use case, the service catalog is designed to give your employees a single path for submitting requests, regardless of whether it's related to IT, HR, or other internal processes. The service catalog automatically creates separate ticket forms for each of your services, making it easy to customize the data you collect for each service and automatically route and modify requests for specific services as needed. Your service catalog items can also be connected directly to your asset types if you're using the IT asset management (ITAM) feature.

When you turn on the service catalog, it is immediately available in your help center. Therefore, it's best to be prepared with a plan for which services you're going to add and everything you need to do to configure your service items before turning on the service catalog. We recommend doing things in the following order:

Setting up the service catalog and ITAM for employees to submit requests
  1. Turn on and configure ITAM. If you're using ITAM, start by turning on ITAM and configuring it. When you turn it on, four pre-defined asset types with standard asset fields and two ticket lookup relationship fields are created.
  2. Create IT assets. IT asset types are defined in a hierarchy and inherit their parents' asset fields.

    After you create and configure your asset types, you can use the data importer to bulk import your asset data and then use the Microsoft Intune or Jamf Pro action flow templates to automatically sync your asset data going forward.

  3. Create custom ticket fields that you'll use for your service items. Create any custom ticket fields you'll use to capture necessary details for the service items you are planning to add to your catalog. Ensuring these already exist makes it faster and easier to add your service items after you turn on the service catalog.
  4. Turn on the service catalog. Decide which help center you're going to use for the service catalog. It can only be turned on for one help center per account. Then do the following to ensure it supports the service catalog:

    The service catalog is available in standard Copenhagen theme and help center themes that were customized after July 31, 2025. If your help center uses a custom theme that was customized before that date, you need to update your custom theme to support the service catalog.

    Additionally, on Employee Service Suite plans, the help center must be restricted to signed-in end users. On Customer Service Suite plans, the help center doesn't need to be restricted, but the service catalog is only accessible to signed-in users.

  5. Add and publish your service items to the catalog. When you add services to your service catalog, use the Add fields option to select the applicable custom ticket fields and connect it to ITAM asset types that are available to or assigned to the user submitting the request.

    Additionally, you can add services to categories within the service catalog to make them easier to find, and add thumbnails to make each service easier to identify.

    After you add services to the catalog, you must publish each service to make them visible to employees.

  6. Automatically route tickets to the appropriate internal team. You can use ticket triggers to automatically route service catalog requests to the appropriate internal team of agents based on the name of the ticket form associated with the request. Depending on what you need to do, you can also use action flows to automatically update and send notifications about service requests.

    See Setting up your account to help agents solve employee requests.

  7. Train your employees and agents to use the service catalog and ITAM features. Train your employees to submit requests through the service catalog. Then train your agents to respond to employee requests and use IT assets in ticket workflows.
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