Using the sample data for employee services

Articles in the series

What's my plan?

Employee Service Suite

Team, Growth, Professional, Enterprise, or Enterprise Plus

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

The Customer Support Suite and Employee Service Suite plans both provide full-service, cross-channel experiences for your users with the ticketing system, help center, messaging and live chat, and voice all working together. They also provide the basic components and configurations required to get you up and running quickly.

However, while the Customer Support Suite is designed for generic customer service, the Employee Service Suite is designed with common HR and IT use cases in mind. This article describes the sample data and configurations provided for new Zendesk accounts with Employee Service Suite plans and how to use them.

This article includes the following topics:

• Understanding the additional sample data and configurations for employee services
• Using the employee service sample data and configurations

Understanding the additional sample data and configurations for employee services

In addition to all of the standard content and configurations for the Customer Support Suite plans, Employee Service Suite plans come with the following additional sample data designed specifically for HR and IT use cases:

• Ticket forms
• Ticket fields
• User fields

Note: If you are using a Customer Service Suite plan, you can re-create these in your account manually.

Using the employee service sample data and configurations

You have the following options when working with the sample data and configurations provided for Employee Service Suite plans:

• Use it as-is.
• Make adjustments, customizing it to better meet your needs.
• Deactivate or delete any of the sample data and configurations you don't intend to use.

It's important to understand that all of the sample data and configurations for employee services are active by default.

To get started with a new Employee Service Suite account

1. Review the employee service sample data and configurations.
2. Deactivate the sample content you don't intend to use.
3. Configure the sample content you do intend to use. For example, you may want to:
   • Restrict ticket forms by brand to control agent access to tickets.
   • Configure groups that will handle sensitive information in tickets to be private ticket groups.
   • Configure omnichannel routing to suite your workflows, including creating ticket triggers, custom omnichannel routing queues, or other business rules to assign incoming tickets to groups. This is necessary as soon as you start adding agents.
4. Add agents and admins individually or in bulk.