Zendesk for Employee Service
zendesk.comSummary
Zendesk for Employee Service is an AI-powered solution designed to streamline internal support for HR and IT teams. It focuses on automating routine tasks, providing self-service options for employees, and empowering support teams with unified workspaces and insights to resolve issues faster. The platform aims to enhance efficiency and scale support operations within an organization.
Features4/14
See allMust Have
2 of 5
API & Database Integrations
Access Control & Security
Drag-and-Drop UI Builder
Code Customization
Flexible Deployments
Other
2 of 9
Audit Logs & Analytics
Workflow Automation
Debugging & Monitoring
Version Control Integration
Mobile-Responsive Support
Prebuilt React Components
AI-Generated App Assistant
Custom Theming & Branding
Partner & Customer Portals
PricingSubscription
See allSupport Team
- Ticketing system
- Contact form and Web Widget
- Facebook and X
- Unified Agent Workspace across channels
- Customer details and conversation history
- Predefined responses with macros
- Custom business rules with triggers and automations
- Prebuilt analytic dashboards
- Prebuilt apps and integrations
- On-demand trainings and best practices
- Online support from the Zendesk team
Suite Team
- All Support Team features, plus:
- AI agents
- Customer and internal knowledge base
- Google Analytics for help center
- Messaging with live chat capabilities
- Proactive messaging to customers
- Social messaging including Instagram, WhatsApp, Slack, and more
- Phone support with call routing
- Automated phone ticket creation
- Voicemail and call recording
- Text messaging
Suite Professional
- All Suite Team features, plus:
- Live and custom analytics
- Skills-based routing
- Side conversations
- Customer satisfaction ratings & surveys
- Service level agreements (SLA)
- View and comment-only access with Light agents
- Multiple ticket forms
- Customer self-service portal
- Business hours
- Interactive voice response (IVR, phone trees)
- HIPAA enabled
- Data location options
- Multilingual support and content
Suite Enterprise
- All Suite Professional features, plus:
- Sandbox
- Custom agent roles
- Content blocks
- Audit logs
- Approval workflows
- Dynamic, contextual workspaces
- Extended queue size and wait times
- Up to 300 help centers
- Ticket queues to avoid agents cherry-picking
- Business rules analysis
- Visual data alerts
Rationale
Zendesk for Employee Service is primarily a customer service and IT support platform, not a low-code internal tool builder like Retool. While it offers some features that overlap with general software capabilities (like APIs, security, and workflow automation), it lacks the core 'must-have' features of a low-code platform for building custom applications, such as a drag-and-drop UI builder or extensive code customization for application logic. Its focus is on streamlining support interactions rather than enabling developers to build bespoke internal applications from scratch.
