Zendesk Employee Service - the all-in-one platform for internal support
The challenge: Internal service at an external level
While external customer service in companies is often already highly professionalized, internal support is still lagging behind. However, your employees should be able to expect the same standard of service that you offer your customers – across all channels, personalized and efficient. The reality in many companies is different:
- Fragmented tools for HR, IT and facility management
- Cumbersome ticketing processes via email and forms
- Lack of transparency regarding status and processing times
- Inefficient manual workflows and approval processes
- Insufficient self-service options for standard requests
This is where the new Zendesk Employee Service Suite comes in.
The solution: Rethinking employee service with Employee Service from Zendesk
With the new Zendesk Employee Service Suite, you can offer your employees a service experience on a par with your customer service – comprehensive, personalized and with state-of-the-art AI support.
The suite has been specially developed for internal service processes and offers HR, IT and facility management what they need for excellent employee service.
Specialized in internal support
Tailor-made for HR, IT, office management and other internal service teams
Omnichannel accessibility
Requests via Slack, Microsoft Teams, e-mail or in the Help Center
Intelligent routing
Automatic forwarding with context and approval processes
Central processing
All requests in one system with ready-made workflows
Self-service & AI bots
Automatic resolution of up to 90% of standard requests
Service catalogue
Structured requirements catalogs for all internal services (included in all editions)
Integrated approval processes
Complete approval workflows in all editions
Workday integration
Seamless connection to leading HR systems
Areas of application: One platform for all internal services
The Zendesk Employee Service Suite combines all internal service processes on one platform – and can be flexibly configured for different departments and use cases:
HR & People Operations
- Onboarding new employees
- Administration of benefits and social services
- Vacation and absence management
- Certificates of employment and documents
- Spin-off and alumni management
IT Support
- Hardware and software inquiries
- Reset password and access rights
- Error reports and incident management
- Provide new systems and devices
- Security requests and compliance issues
Finance & Legal
- Settle and approve expenses
- Approve contracts
- Process budget requests
- Compliance-related requests
- License management
Facility & Office Management
- Workplace bookings and room management
- Building technology and fault messages
- Relocations and workplace management
- Catering and event management
- Visitor registration
A central service hub
Whether Help Center, Slack or Microsoft Teams: With the Zendesk Employee Service, employees can reach your service teams via the channel of their choice. All requests come together centrally, are automatically prioritized, and are processed efficiently with full employee context and integrated workflows.
Self-service with AI power
- AI-supported Help Center: Automatic answers and contextualized solution suggestions
- Intelligent bots: Solve up to 90% of standard queries without human intervention
- Personalized knowledge base: Tailored to roles, departments and individual needs
Service catalog: Structured request processes for recurring services
Efficient processing for service teams
- Central workspace: All requests and information in one place
- Context & history: Complete employee data and interaction history
- Automated workflows: Predefined processes for typical service workflows
- Cross-departmental collaboration: Seamless forwarding between teams
Transparency and control
- AI-supported reporting: automatic analysis of all interactions
- SLA management: Definition and monitoring of service levels
- Resource planning: optimal utilization of the service teams
- Continuous improvement: data-supported optimization of all service processes
How teams benefit from Employee Service
- Challenges
- Manual processes
- redundant requests
- inconsistent service
- Solutions with Zendesk ES
- Self-service
- Automated workflows
- Centralized knowledge management
- Results
- Less manual work
- Consistent service
- Higher employee satisfaction
- Challenges
- Ticket flood
- Difficult prioritization
- Scattered systems
- Solutions with Zendesk ES
- Intelligent ticket distribution
- Self-service
- Integrated workflows
- Results
- Fewer tickets
- Smarter prioritization
- Better overview
- Challenges
- Unstructured requests
- Missing resource allocation
- Solutions with Zendesk ES
- Structured service catalogs
- Resource planning
- Results
- Better plannability
- Higher efficiency
- Challenges
- Inefficient processes
- Long waiting times
- Poor user experience
- Solutions with Zendesk ES
- Modern platform
- Automated workflows
- Centrally managed data
- Results
- Faster response time
- Better user experience
- Data-driven decisions
How companies benefit from Employee Service
LATAM Airlines: Automation and self-service enable first-class support for 30,000 employees
“We’ve been able to streamline our resources to change operational workflows and refocus on more value added tasks. We now have a way to improve our processes because we can identify the specific pain points.”
Agoda: 40% more productivity in the people team
“Zendesk supports us operationally by ensuring all employee tickets are routed to the right places, according to different workflows or approval flows. It also gives us complete data on the back end, enabling us to understand how well we’re serving our employees and how we can improve.”
Workrise: streamlining work processes minimizes manual work
We support you in introducing Zendesk Employee Service quickly and effectively – regardless of whether you already use Zendesk for customer service or are just starting out. From strategic consulting to technical implementation, we accompany you through the entire process:
Strategic consulting: We analyze your current service processes and develop a tailor-made strategy for your internal support.
Technical implementation: As a certified Zendesk partner, we set up the Employee Service Suite professionally and efficiently.
Customizing and integration: We adapt the platform to your specific requirements and integrate existing systems.Training and enablement: We train your teams and ensure that everyone gets the most out of the new platform.
Continuous optimization: Even after implementation, we support you in the further development of your service processes.
Migration for Zendesk customers
Are you already using Zendesk for customer service? We can help you migrate to the new Employee Service Suite:
Simple SKU change
for pure Employee Service instances
Strategies for separation
of customer and employee service for mixed instances
Data transfer and process customization
for a seamless transition
Editions & prices (excerpt)
The Employee Service Suite is available in four editions – at the same conditions as the Customer Experience Suite. All core functions are included, as well as AI, approvals and a service catalog in each edition. You can find a complete list here.
Team
$55
per agent and month
- Ticketing system for HR and IT inquiries
- Service catalog with predefined workflows
- Simple approval processes
- FAQ self-service with help centre
- & more
Growth
$89
per agent and month
- everything so far
- Advanced ticket automation
- Reporting & Dashboards
- SLA Management
- Integration of Slack and MS Teams
- & more
Professional
$115
per agent and month
- everything so far
- Several departments
- Management of roles and authorizations
- Sandbox for tests
- Extended integrations (e.g. Active Directory, Jira)
- u.v.m.
Enterprise
$169
per agent and month
- everything so far
- Unlimited departments
- Advanced workflow builder
- Customizable Help Center
- Extended security functions
- Dynamic content & language localization
- Premier Support
- & more
We are here to help!
Internal support requests often seem small at first glance – but their volume ties up valuable time in HR, IT or Finance. With the Zendesk Employee Service Suite, such requests can be efficiently bundled, automated and intelligently distributed. This frees up your specialist departments for strategic tasks.
Leafworks helps companies to rethink internal support processes with Zendesk – structured, scalable and GDPR-compliant. Whether integration into Microsoft Teams or connection to existing systems: We have the necessary experience.
Get started now with Zendesk Employee Service and Leafworks. Transform your internal support with the Zendesk Employee Service Suite – we will be happy to assist you with a successful implementation.
Maik Isernhinke
Zendesk expert
- Zendesk Workforce-Management
- Zendesk Quality Assurance
- Zendesk Employee Service
- Integrations (CRM, ERP)
- Automations
- Digital Transformation
- Custom MVPs
Some of our Customers
We serve a variety of customers (300+) in the customer service environment.
Our customers include startups with 3 agents to large organizations operating in 30 countries with 999+ employees.
‘Thanks to Leafworks, we had a CSM ready for use in a short space of time. Even after the launch, Leafworks supported us quickly and easily, both with ad hoc solutions and best-practice recommendations. The speed and simplicity of the support, the knowledge of our setup and the creative solutions are impressive.’
“With the help of Leafworks, we managed to complete a mammoth project without a negative impact on users and customers. On the contrary – we were able to standardize customer satisfaction across the entire Staffbase group at a high level and can now offer efficient multi-product support.”
“The cooperation with Leafworks was very pleasant and professional. The transition to a new support system was a big step for us. Leafworks understood our needs very well, communicated opportunities and obstacles clearly, and provided us with excellent advice during the transformation process.”
“The collaboration with Zendesk and Leafworks was characterized by utmost professionalism and reliability from start to finish! […] We were able to start 2 months after the go-live decision and had hardly any teething problems, which is amazing for such a big project.”
Other Customers
FAQ Zendesk Employee Service
No, the suite can be introduced independently. However, if you already use Zendesk products such as Support or Guide, existing structures can be easily integrated.
Yes, requests can be made and answered directly from Microsoft Teams or Slack – particularly convenient for your employees. Single sign-on (SSO) via Azure AD is also possible.
Inquiries are no longer lost, responsibilities are clear, queries are documented and recurring issues can be automated – this saves time and increases satisfaction within the company.
Depending on the complexity and number of departments, the project duration is usually between 3 and 8 weeks. A simple pilot for one department can be implemented much faster.
Yes, Zendesk meets the requirements of the GDPR and offers server locations in the EU. We support you with the correct configuration and documentation.
We would be happy to offer you a non-binding demo or a proof of concept – just contact us.
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