Zendesk for Employee Service
zendesk.comSummary
Ask questionsZendesk 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.
Features7/14
See allMust Have
1 of 4
Task Automation
Workflow Observation
Pattern Analysis
Actionable Suggestions
Other
6 of 10
Integration APIs
Team Collaboration
Onboarding Accelerator
Analytics Dashboard
Knowledge Sharing
Privacy Controls
Macro Recording
Smart Templates Library
Contextual Inline Help
Non-Intrusive UI
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 focuses on streamlining internal support and HR/IT operations through automation and AI agents. While it offers features like task automation (through AI agents handling routine tasks), integration APIs, team collaboration (unified workspace, sharing workflows), onboarding acceleration (HR/IT support), analytics dashboards (reports on trends, bottlenecks), knowledge sharing (help center, AI-powered knowledge), and privacy controls, it does not explicitly mention 'workflow observation' or 'pattern analysis' in the context of unobtrusively observing user workflows to suggest optimizations. Its automation is more about handling known requests and routing, rather than learning from observed user behavior to suggest new automations. Therefore, it aligns with some 'other' features but misses the core 'must-have' features related to observing and analyzing user workflows for proactive suggestions.
