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.
- 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.
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.