On May 14, 2025, the Zendesk team hosted the second installment in a post-Relate deep dive series focusing on Zendesk’s employee service offerings. The session highlights new features launched to enhance internal employee support, complementing previous discussions on AI agents and knowledge management. Our experts Natalie and Scott-both former Zendesk customers and admins- explored how the platform’s AI-powered tools, seamless integrations, and workflow automation features can help organizations deliver efficient, personalized employee service.
New features reviewed
- AI agents: Advanced AI that can reason and adapt to complex employee requests (e.g., software access provisioning, password resets), with transparent decision-making controls.
- Generative Search: AI-powered search in help centers providing answers above search results, improving employee self-service.
- Service Catalog: A user-friendly portal for employees to browse and request services with streamlined information capture.
- Integrations: Prebuilt connections with HRIS systems (Workday, Bamboo, etc.) that provide agents with employee context.
- Copilot AI Assistant: Helps agents troubleshoot issues and automate communication workflows.
- Tasks and Approvals: Tools to manage multi-step workflows and approvals directly within Zendesk, including approvals by non-licensed users.
- Action Builder: A no-code integration studio for automating workflows across systems like Jira, Slack, Salesforce, and Google Sheets.
- Reporting Enhancements: Natural language prompt-based reporting for enabling quick, customizable insights.
- IT Asset Management (ITAM): Upcoming native asset management solution for hardware and software lifecycle and automation.
- Data Security: Enhanced controls including department spaces, data masking, and custom user field permissions to protect sensitive employee data.
What we learned
Attendees gained valuable insights into:
- How AI agents can handle complex employee requests with transparent decision-making, going beyond simple automation tasks.
- The fact that AI-powered generative search enhances self-service by delivering quick, clear answers, while service catalogs offer an intuitive way for employees to browse and request services.
- We also reviewed integrations with HRIS and collaboration tools that boost agent efficiency by providing essential context without the need for platform switching.
- How workflow automation reduces manual effort and errors.
- We discussed how robust security features protect sensitive employee data while enabling collaboration.
- Successful adoption relies on clear communication, stakeholder alignment, phased rollouts, and integration of Zendesk into existing workflows.
The team also hosted a Q&A session at the end that provided a valuable opportunity for attendees to ask questions related to the features and workflows discussed, fostering an interactive learning environment.
Next Steps
Don’t miss out on our next email support customization episode scheduled for May 20, followed by a session on AI tools on May 29. Stay tuned for more opportunities to enhance your Zendesk experience.
Webinar resources
