Zendesk launches Service Catalog for employee services

🎉 Zendesk has officially launched the general availability of its native Service Catalog, empowering organisations to streamline employee service experiences. The Service Catalog is a new ticket channel tailored for employee services. It enables staff to easily locate and request services and assets via your private help centre. Every request automatically generates a ticket linked to the selected item, prompting users to supply all necessary details—thus speeding up fulfilment. Three ways HR and IT teams can leverage the Service Catalog: 1. Standardise employee provisioning and requests. Use the catalogue to centralise common HR and IT requests such as equipment, access, or services ensuring consistent and streamlined intake. 2. Improve user experience and reduce follow-ups. The prompt for all required information upfront means fewer back-and-forths. Agents can resolve requests faster and with fewer clarifications. 3. Track and measure request types for proactive support. Gain insight into what employees are requesting most frequently, enabling data-driven improvements across HR and IT services.

The Salvation Army delivers scalable IT support with 99.8% CSAT, thanks to Zendesk. By connecting IT, HR, and Finance on a single platform, Zendesk streamlines workflows, reduces tool sprawl, and empowers agents to create a seamless employee experience. See how Zendesk helps teams work smarter and deliver real impact: http://zdsk.co/4655FvL

📞 Top 5 Admin & Customer Service Tools to Support & Scale in 2025 Admin and support teams are the unsung heroes of business success. The right tools can help them respond faster, resolve smarter, and deliver experiences that retain customers. At KonexusHub, we spotlight solutions that streamline operations and elevate service. Here are 5 standout tools featured on our Admin & Customer Service Solutions marketplace page: Help Scout • Shared inbox, knowledge base, and live chat in one • Designed for growing teams that want a personal touch 🔗 [Help Scout] (https://lnkd.in/g2RJWWvU) Freshdesk • Omnichannel helpdesk with AI-powered ticketing • Support customers via email, chat, phone & more 🔗 [Freshdesk] (https://lnkd.in/gWPqb3Zp) Capacity • AI-powered support automation platform • Manage FAQs, workflows, and internal knowledge at scale 🔗 [Capacity] (https://lnkd.in/gysjd5bY) CloudTalk • Cloud-based business phone system with advanced call features • Built for support and sales teams that rely on voice 🔗 [CloudTalk] (https://lnkd.in/gNmzHFxq) Travel Code • Admin support tailored for travel and hospitality businesses • Streamline customer communication and logistics 🔗 [Travel Code] (https://lnkd.in/gwxByWbV) ✨ Why these tools? They empower your team to handle requests efficiently, automate repetitive tasks, and deliver fast, reliable service — no matter the channel. Discover more admin and customer service tools on KonexusHub: 👉 https://lnkd.in/gXRqggAQ #CustomerSupport #HelpdeskSolutions #AdminTools #SupportAutomation #CXTools #KonexusHub

🚀 NEW FEATURE ANNOUNCEMENT Zendesk just launched the unified request view - a game-changer for multi-brand customer service operations! This new feature allows end users to see ALL their requests across different brands and help centers in one unified view, instead of being limited to requests from the specific brand they're logged into. 3 ways you can use this for your customer experience: 1. Streamline Employee Service: Perfect for multi-department employee portals - employees can now track all their IT, HR, and facilities requests in one place, reducing confusion and duplicate submissions. 2. Reduce Customer Friction: Customers dealing with multiple product lines or services can now see their complete support history without switching between different help centers or portals. 3. Maintain Department Autonomy: Behind the scenes, departments keep their branded spaces, agent workflows, and reporting while delivering a seamless front-end experience to users. The result? Better transparency, fewer duplicate requests, and a more cohesive support experience while preserving operational control. Source: https://lnkd.in/dE53mTu8

🚀 NEW FEATURE ANNOUNCEMENT Zendesk just launched the unified request view - a game-changer for multi-brand customer service operations! This new feature allows end users to see ALL their requests across different brands and help centers in one unified view, instead of being limited to requests from the specific brand they're logged into. 3 ways you can use this for your customer experience: 1. Streamline Employee Service: Perfect for multi-department employee portals - employees can now track all their IT, HR, and facilities requests in one place, reducing confusion and duplicate submissions. 2. Reduce Customer Friction: Customers dealing with multiple product lines or services can now see their complete support history without switching between different help centers or portals. 3. Maintain Department Autonomy: Behind the scenes, departments keep their branded spaces, agent workflows, and reporting while delivering a seamless front-end experience to users. The result? Better transparency, fewer duplicate requests, and a more cohesive support experience while preserving operational control. Source: https://lnkd.in/dhzwmgQC

Employee service should be simple. Too often, it’s slowed down by clunky systems and complexity. Zendesk makes it easy. Our AI-powered employee service solution helps your teams get answers fast, resolve requests smoothly, and stay focused on what matters most. See how simple employee service can be. Get a personalized demo today: https://bit.ly/4ggtJk5

Customers want answers fast, across every channel, and at any time of day. But building and managing an in-house team is costly, complex, and can be hard to scale. Outsourcing your help desk changes that. With the right partner, you get instant access to skilled IT and customer support specialists, scalable teams, and the latest technology. In our latest article, we break down 11 benefits of outsourced help desk support solutions. Read the article here: https://lnkd.in/g2iKQqX3 #CustomerExperience #HelpDeskSupport #Outsourcing #BPO #CX #helpdesk

Customers don’t care what time it is; they just want help. But your support agents shouldn’t have to stay up until 3 a.m. to provide it. That’s where the follow-the-sun model comes in. https://lnkd.in/dwE-k8He Instead of forcing overnight shifts, it shifts customer conversations between regions, ensuring someone is always online during their regular working hours. Think of it as a baton pass in a relay race. North America signs off, APAC picks up. APAC closes, Europe takes over.  Each region documents progress, outlines the “next action,” and passes the ticket to the next team. When this process is clean, customers experience seamless support, even if three different teams touched the same case. The benefits are real: 💡 Customers get faster replies and fewer delays 💡 Agents enjoy normal working hours and less burnout 💡 Businesses reduce overtime costs and hit SLAs more easily But here’s the catch: follow-the-sun isn’t magic. It requires tight coordination, standardized processes, and trust between regions. Without those, handoffs turn into dropped balls, and customers notice. Before you roll it out, start small, maybe two regions with overlapping hours and refine your handoff process. Train agents to “write notes for the next person, not for themselves,” and build a shared knowledge base so everyone pulls from the same source of truth.  In the end, follow-the-sun isn’t just about being “always on.” It’s about creating a model where customers receive timely help and your team thrives. Because great support should never come at the expense of your team’s well-being.

How do you replace a manual, error-prone leave tracking process with a seamless, automated system? I decided to build the solution. I'm excited to share a project I recently completed based on a real-world requirement: building an automated employee time-off system using 100% no-code tools. 🎯The Problem: Companies often rely on a patchwork of emails and spreadsheets to manage leave requests. This leads to wasted time, inaccurate PTO balance tracking, and a lack of transparency for employees. The goal was to build a system that could streamline this entire process and reduce manual effort. 💡 My Solution: I designed and built a robust management system using Airtable as the central database and Zapier and Airtable Automations for the workflow logic. The solution provides a single source of truth for all data and fully automates the approval lifecycle from start to finish. ⚙️ The Workflow: 1. 📝 Application: An employee submits a time-off request through a simple, dedicated form. 2. 🧠 Validation: The system instantly validates the request against the employee’s remaining 22-day annual PTO balance. Invalid requests (those exceeding the balance) are automatically rejected and employee get notified accordingly. 3. 📬 Manager Notification: For valid requests, the direct manager immediately receives a detailed email. 4. ✅ Approval: The manager reviews the request and updates its status to "Approved" or "Rejected" directly in Airtable, and add optional notes. 5. 📢 Employee Notification: The employee instantly receives a final confirmation email with the manager's decision. 6. 📊 Balance Update: Upon approval, the requested days are automatically deducted from the employee's PTO balance, ensuring it's always accurate. 7. 🏆 The Benefit: The final result is a professional, transparent, and highly efficient system that eliminates manual data entry and calculation errors. It saves significant administrative time for HR and managers, while empowering employees with real-time access to their leave status and balance. Plus, the entire system is designed to automatically reset all balances on January 1st, making it a zero-maintenance solution year after year. I’ve documented the complete technical build, including the database schema and all automation logic, on my GitHub. Check it out here: https://lnkd.in/dREgiWXp #Airtable #Zapier #NoCode #Automation #HRTech #ProcessImprovement #DigitalTransformation

📄➡️💻 The Great Onboarding Shift Remember when onboarding a new client or team member meant drowning in paperwork? I do. Vividly. Stacks of forms, endless signatures, and the inevitable "Oh, we're missing page 3" moments. It wasn't just slow. It was painful. But something's changing. I've watched as companies transform their onboarding: • 📱 Mobile-first experiences • 🔐 Secure digital document sharing • ✍️ E-signatures in seconds The results? • 73% reduction in onboarding time • 91% increase in client satisfaction • 68% decrease in data entry errors It's not just about going paperless. It's about creating a seamless, user-friendly experience that sets the tone for the entire relationship. Think about it: What's your first impression when a company hands you a stack of papers vs. a sleek digital process? The shift is clear. Those embracing digital onboarding are pulling ahead. Those clinging to paper? They're quickly becoming relics. Where does your company stand? Are you creating friction or flow in those crucial first moments? Let's discuss. What's been your experience with digital onboarding? #DigitalTransformation #UserExperience #Onboarding