Employee services resources

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.

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.

Getting started

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 Getting started with Zendesk Suite.

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 Using the sample data for employee services.

Additionally, the following features were designed specifically for employee service use cases:

Approval requests
Task lists
Service catalog
IT asset management (EAP)
Action builder and action flows

Approval requests

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:

Understanding approvals and how they work
Turning on and configuring manually-created approval requests
Creating approval requests
Viewing and withdrawing approval requests
Responding to approval requests as an agent
Responding to approval requests as an end user
Recipe: Creating human-in-the-loop automated approval workflows

Task lists

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:

Creating and managing task lists to help agents solve tickets
Editing and managing task lists
Using task lists within tickets
A closer look at task lists

Service catalog

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:

Turning the service catalog on and off
Adding services to your service catalog
Editing and managing services in your service catalog
Creating and managing categories for your service catalog
Submitting service catalog requests
Workflow recipe: Building an employee service catalog with Zendesk
Service Catalog API
Building a custom employee service catalog with the Service Catalog API

IT asset management (EAP)

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:

Turning on IT asset management in Zendesk (EAP)
Creating and configuring assets in Admin Center (EAP)
Using assets in ticket workflows (EAP)
Using Jamf Pro actions in action flows (ITAM EAP only)
Using Microsoft Intune actions in action flows (ITAM EAP only)

Action builder and action flows

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:

Creating action flows to automate processes across Zendesk and external systems
Connecting external systems to action builder for use in action flows
Action flow steps and actions reference
Editing and managing action flows
Creating custom action flow triggers
Connecting to MCP servers and using MCP tools in action flows
Using custom code steps in action flows
Creating and managing custom actions
Monitoring the usage of action credits and action flow activity
Recipes and example