The Zendesk Employee Service Suite is tailored for organizations that want to use Zendesk products exclusively for internal service.
These plans have new capabilities specifically designed for managing employee services, such as:
- Accessing essential employee data directly within tickets using the the Workday app
- Streamlining your employees’ service requests with a service catalog in Zendesk
Overall, these capabilities support the optimization of employee service management, creating a more efficient and responsive support environment within organizations.
In this article, we’ll introduce you to the new capabilities in the Employee Service Suite. It includes the following sections:
About Employee Service Suite plans
Zendesk provides several Employee Service Suite plans tailored for organizations that want to use Zendesk products exclusively for internal services, including Human Resources (HR), Finance, Legal, and Information Technology (IT).
These plans include all features of the equivalent Zendesk Suite Customer Service plans, along with a service catalog and a Workday connector.
Customers can find more information, including pricing and features, on the Zendesk website. To purchase a plan, see Buying Zendesk Employee Service Suite (ES).
About the 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.
About the service catalog (EAP)
The service catalog in Zendesk allows employees to request various services, streamlining the employee service experience. It consists of a list of services that Guide admins can create and publish, linking requests to tickets that agents can manage 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 Using the service catalog to help employees make and view service requests (EAP).
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