Meet the all-new Zendesk Employee Service Suite

The way we work is changing faster than ever. Employees are navigating hybrid and remote work while AI reshapes everything from daily workflows to the tools they rely on. At the same time, every department is under pressure to do more with less, making efficiency essential.
Yet, most employee service tools were built for a different era—designed for rigid workflows, not for employee agility, and instead of simplifying work, they add complexity.

That’s why we’ve built the Employee Service Suite, a modern AI-powered solution that’s built for employees, offering everyone what they need to give and get exceptional service.

Read on to learn about some of the newest innovations in the Employee Service Suite across four key areas, including:

• Delivering the seamless support your employees expect and deserve

• Boosting team productivity

• Helping admins optimize operations

• Protecting sensitive data

Zendesk Agents: Deliver employee-centric service that’s built for the AI era

AI agents are revolutionizing service automation but the benefits are only realized if your AI agents are set up correctly – and if you trust them to get the job done.

Our new agentic AI agents for employee service don’t just execute tasks—they reason, adapt, and are able to handle even the most nuanced requests. Imagine an employee who needs help resetting their password. Our AI can not only guide them through the process but also adapt the instructions to their specific device.

With our Upgraded AI Agent builder, getting started is easier. Simply describe your procedure—like helping an employee understand how to update their benefits—and let AI build the flow for you. Plus, new Reasoning Controls give you more visibility and control, letting you access your AI agent’s real-time decision-making, refine its behavior, and ensure confidence in every resolution.

We’re also enhancing self-service experiences with Generative AI, providing employees with quick, accurate answers at the top of search results to get to information faster. And, finally, with the new Service Catalog, employees can seamlessly request IT, HR, and other services or assets through an intuitive consumer-like check out experience, directly from their AI-powered help center.

Integrations and pre-built workflows that boost operational agility

The Employee Service Suite comes with an agent workspace purpose-built for employee service teams, integrating all essential systems, processes, and tools to help teams deliver fast and high quality support.

Plus, pre-built HRIS integrations with Rippling, BambooHR, Hibob, and Workday ensure key employee context is surfaced within every interaction—making it easy to access employee data and deliver fast, personalized support for hardware requests, leave management, and more.

We also know many common employee workflows require multiple steps, teams, and approvals. That’s why we are including task lists and approvals to help teams streamline and standardize common workflows, maintain compliance and provide even more efficient service at scale.

And lastly, agent copilot, the first proactive AI-powered assistant built to work alongside your employee service teams, is now even more powerful. Our latest enhancement allows admins to build procedures from and take action in multiple sources, including external systems— so teams can focus on outcomes, not the friction of switching between tools.

Action and App builder to optimize operations

Admins play a crucial role in designing and implementing effective employee service strategies. However, we know that configuring these systems correctly can be both time-consuming and resource intensive.

That’s why we’re releasing no-code solutions to help admins easily connect data and systems, and optimize operations – all without any developer resources.

This includes automating workflows with Action Builder, our no-code service integration studio that lets you design, build, and automate AI and human agent workflows across any backend system. For example, instead of IT agents manually flagging bugs to developers, Action Builder can automatically create a Jira issue and alert the right teams in Slack when a bug is reported in Zendesk—no code required. Teams can also improve operational agility with custom apps using natural language with App Builder, and get to insights faster by simply asking AI what type of report you need with Prompt-Based Reporting.

Protect sensitive data by limiting data access

We know security and privacy are critical to employee service leaders and you need a solution that allows you to scale service efficiency while safeguarding sensitive employee information.

Our new capabilities from Department Spaces and Data Masking, to Custom User Field Permissions, deliver enhanced data access controls, ensuring teams only see the information relevant to their department or role. This helps keep data secure and fosters employee trust.

Transform your employee service in the AI era

Whether its employees requesting help, HR specialists answering payroll questions or IT teams troubleshooting system outages, Zendesk makes service feel effortless—so employees stay focused, support teams work smarter, and organizations stay agile and ready for what’s next.

Ready to see how Zendesk’s Employee Service Suite can transform your employee service operations for the AI era? Request a personalized demo today.