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Colleen Hall's Avatar

Colleen Hall

Joined Jul 22, 2022

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Last activity Feb 12, 2025

Zendesk Documentation Team

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ACTIVITY OVERVIEW

Latest activity by Colleen Hall

Colleen Hall commented,

CommentAnnouncements

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

View comment · Edited Feb 10, 2025 · Colleen Hall

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Colleen Hall created an article,

ArticleSuite basics

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

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).

Edited Feb 06, 2025 · Colleen Hall

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Colleen Hall commented,

CommentSetting up Agent Workspace

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

View comment · Posted Jan 29, 2025 · Colleen Hall

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Colleen Hall commented,

CommentTicket customization

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.

View comment · Posted Jan 23, 2025 · Colleen Hall

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Colleen Hall commented,

CommentAnnouncements

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

View comment · Posted Jan 14, 2025 · Colleen Hall

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Colleen Hall commented,

CommentTicket basics

Hi Danial Ishak,

 

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

View comment · Posted Jan 07, 2025 · Colleen Hall

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Colleen Hall commented,

CommentTicket management

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.

View comment · Posted Dec 09, 2024 · Colleen Hall

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Colleen Hall commented,

CommentMeasuring success

Hi Nicky Clark, not at this time.  As soon as there is more to share, the announcement will be updated. Please follow the announcement so that you're notified of any new information. 

View comment · Posted Dec 05, 2024 · Colleen Hall

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Colleen Hall commented,

Community comment Feedback - Ticketing system (Support)

Hi Mike Deardorff , please see the article Categorizing your views. I hope this helps!

View comment · Posted Dec 04, 2024 · Colleen Hall

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Colleen Hall commented,

CommentTicket automation and collaboration

View comment · Posted Dec 03, 2024 · Colleen Hall

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