At its Relate event last month, Zendesk made its vision clear: resolution is the only outcome that matters.
Indeed, facilitating resolutions has become its North Star.
So, everything it does - in terms of software, data, workflows, and AI - is going to be in service of resolutions.
Yet, that mission doesn't start and end with customer resolutions; it includes employee resolutions, too.
This idea preceded the announcement of the Zendesk Employee Service Suite.
The announcement slipped under the radar amongst the myriad of announcements at Zendesk Relate, but it's significant.
After all, it does more than just bundle the employee-focused support tools already in Zendesk, like its Agent Copilot, Custom Objects, and Help Center.
Indeed, it introduces two significant new capabilities: Service Catalog and Tasks & Approvals. (More on these later!).
By bringing this all together, Zendesk provides a new place for service teams to receive "rapid resolutions" to their HR- and IT-related queries.
AI agents play a role here. Indeed, the Zendesk Employee Service Suite integrates with human capital management (HCM) and IT service management (ITSM) systems.
From there, the AI agents actively navigate these systems to provide answers to a wide range of employee inquiries.
That's an impressive feature and one that Zendesk may strengthen over time by bringing its workforce management (WFM) technology into the fold.
Yet, for now, let's take a closer look at the other two significant new capabilities teased earlier.
The Service Catalog: An Integrated Way to Show Employee Services
The Service Catalog allows employers to showcase a list of services internal teams offer to wider employees.
Take IT teams, for example. They could offer a range of services such as laptop replacements, licenses, and VPN access as services to employees.
As such, employees can explore available services via Zendesk, access related information, and submit requests directly through the Help Center when needed.
This functionality is enabled by a new Help Center interface for service creation, an updated UI for end-user browsing, and an integration with Agent Workspace using lookup fields for service requests.
