Colleen Hall

New EAP for an approvals request process

Approvals

This EAP introduces the new approval request process feature. Approvals are requests that agents make on behalf of other agents and end users. You can use approvals to increase agent efficiency, ensure compliance, maintain quality control, and provide transparency within your organization.
 

Learn more about the Approvals EAP

How to use Approvals?

You can find the articles here:

• About Approvals and how they work
• Creating and managing approval requests 
• Responding to an approval request 

New custom intents EAP for the Advanced AI add-on

Custom intents

The custom intents EAP allows you to instantly create custom intents. It is added immediately to your intent list and available right away to start predicting the intent of incoming tickets. Leveraging custom intents will help you optimize and extract valuable insights about your customer service operations.

Learn more about the custom intents EAP

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
• About Workday integration
• About the service catalog (EAP)

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, a Workday connector, approvals, and sample content and configurations for employee services.

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).

About approvals (EAP)

Approvals are currently in an Early Access Program (EAP). You can sign up for the EAP here.

The approvals feature enables agents to submit requests on behalf of other agents and end users. 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.

Hi Maky , thank you for catching this. I've updated the article.

Hi Evy H. ,

You can create forms that are available to agents only by not selecting the Editable by end users check box. The form will be labeled Agent only in Admin Center. Your agents can select the form in the Agent Workspace, or, you could create trigger that automatically applies the form to a ticket created by a phone call. The Designing your ticket forms for a better agent and end-user experience article might be helpful.

The rollout date has been extended from January 13, 2025 to January 27, 2025.

Hi Danial Ishak,

Yes, when you change a custom ticket status name it will be reflected in your Explore reports.

Hi Efrat Barak Zadok , if your plan has access to multiple ticket forms, then you can define which ticket statuses appear on your forms. Please see Associating ticket statuses to forms. 

If your plan has access to a single form, then you can deactivate the on-hold status as described in the procedure Activating and deactivating the On-hold status above and it will not longer be available in your form.