Announced on | Rollout on |
December 3rd, 2024 | December 3rd, 2024 |
We are thrilled to announce the launch of the Zendesk Workday integration. Through our new sidebar app in Support, agents can instantly access relevant employee data directly from Workday.
This functionality allows agents to provide fast, personalized employee service with easy access to employee information—boosting agent productivity, providing accurate employee service, and protecting sensitive employee data.
This announcement includes the following topics:
What's changing?
Starting today, the Workday integration allows agents to access real-time employee details while handling tickets, eliminating the need to toggle between systems. With this integration, employee service teams will be equipped to provide timely and accurate responses to employee queries while maintaining enterprise-grade security.
Boost HR agent productivity by securely centralizing employee data
- Respond to employee requests faster by giving agents instant access to critical employee information directly in Zendesk.
- Improve collaboration across internal departments by centralizing key employee data within Zendesk.
- Maintain secure agent permissions that are aligned to Workday’s restrictive access controls, configurable by admins.
Provide accurate and secure employee service
- Enable more precise service for employees with automated ticket matching to their record in Workday.
- Tailor support for employees by equipping agents with key insights from Workday (such as an employee's role, org, and location).
- Protect sensitive employee data with data access controls across all touchpoints, including Ticket, User, and Org screens.
Why is Zendesk making this change?
This feature reflects our ongoing commitment to provide exceptional employee service. By integrating Workday data directly into Zendesk, we’re enabling employee service teams to provide fast, personalized service with easy access to employee information.
What do you need to do?
- Installation: The app is available in the Zendesk Marketplace or can be installed directly via Admin Center. See our guide: Installing and configuring the Workday app for Zendesk Support.
- Configuration: After installation, configure the app to display relevant Workday information. Ensure your OAuth credentials are up-to-date for seamless access.
- Familiarize Yourself: Take advantage of the app's features, such as data verification, to enhance your team's workflow.
We encourage all users to transition to the Workday integration for a more integrated ticket management experience. If you have feedback or questions related to this announcement, visit our community forum where we value and address your input. For assistance with the Workday sidebar app, contact Zendesk Customer Support.
Let's enhance our employee support journey together!
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