What I like most about Zendesk for Employee Service is the ability to centralize internal employee support in one place. Requests that would otherwise be scattered across email, Teams, or direct messages can be structured, assigned, tracked, and documented consistently.

I also value the internal knowledge base, which gives employees a clear place to find procedures and answers without always contacting another team. Combined with forms, custom fields, tags, views, permissions, and automations, Zendesk can be adapted quite well to different internal processes and departments.

Another advantage is visibility. Having the full history of a request, clear ownership, and reporting on recurring topics makes it easier to improve internal processes over time. Review collected by and hosted on G2.com.

What I dislike most is that Zendesk for Employee Service can become quite complex to configure and maintain. Many useful workflows require careful setup of forms, fields, permissions, triggers, automations, views, and knowledge content before the experience feels truly streamlined.

Permissions and feature availability can also be difficult to understand at times. It is not always immediately clear which capabilities are available to different user roles or which features require an additional product or license.

I also think the AI capabilities still require significant testing and supervision. They have strong potential for internal support and knowledge retrieval, but accuracy and consistency are important in employee-facing processes, so the configuration needs to be carefully validated before relying on it broadly. Review collected by and hosted on G2.com.

IT asset tracking used to live in a spreadsheet that nobody kept properly updated, someone would get a new laptop and the old serial number just stayed attached to their name forever in our records. Built out a custom object for equipment instead, tied directly to each employee's ticket history, so when someone submits a hardware issue I can see exactly which device, serial number and all, is actually assigned to them right there on the ticket. Found three laptops during a recent audit that the spreadsheet said were with people who'd left the company over a year ago. Review collected by and hosted on G2.com.

Migrating everything from the old spreadsheet into the custom object fields took a genuinely tedious afternoon of manual entry, there wasn't a clean way to bulk import everything with the formatting our old sheet happened to be in. Review collected by and hosted on G2.com.

Getting a reimbursement approved used to mean physically finding whoever needed to sign off, and half the time they were in back to back meetings so I'd just wait around or forget and try again the next day. Set up an approval workflow so a request routes automatically to the right manager based on amount and department, they get a notification, approve or reject right from their phone if needed, no walking around the office trying to catch someone between calls. My own reimbursement for a conference trip got approved while I was literally still at the airport waiting for my flight home. Review collected by and hosted on G2.com.

Multi level approvals for bigger amounts got confusing to set up, wanted anything over a certain threshold to need two signoffs instead of one and it took some fiddling with the workflow logic before it actually routed correctly instead of skipping the second approver entirely. Review collected by and hosted on G2.com.

An IT ticket about a broken badge reader at one office kept needing input from our facilities manager, but buying him a full agent seat just to comment occasionally on maybe five tickets a month felt like a waste. Made him a light agent instead, he gets CC'd, sees the relevant tickets, adds private notes with what he actually knows about that building's wiring, all without taking up a paid seat. Solved a real cross-department gap without extra licensing cost. Review collected by and hosted on G2.com.

He can't actually be assigned the ticket or edit anything on it, so if the fix ultimately needed him to own a step directly, we still had to loop in a full agent to formally take ownership of that part. Review collected by and hosted on G2.com.

IT support internally just assumed things were fine since nobody complained loudly, but nobody was actually measuring it either. Turned on the standard CSAT survey on internal tickets, so employees rate IT and HR responses Good or Bad right after a ticket closes. Turned out one specific IT tech was getting flagged Bad way more than the rest of the team, something leadership had zero visibility into before actual data showed it plainly. Review collected by and hosted on G2.com.

The Good/Bad binary is pretty blunt for internal use, an employee having a rough day might mark something Bad even if the actual resolution was fine, and there's no built-in way to ask a quick follow-up on why without customizing it further. Review collected by and hosted on G2.com.

Offboarding used to be genuinely embarrassing, someone would leave and three weeks later we'd realize their laptop never got returned or their accounts were still technically active. Set up future-scheduled tickets tied to a departure date, so account deactivation and equipment recovery tasks trigger automatically instead of relying on whoever handled that person's exit to remember every step manually. Also connected our asset tracker so a laptop's ownership, location, and condition show right on the offboarding ticket instead of digging through a separate spreadsheet to figure out what that person even has. Review collected by and hosted on G2.com.

The automated scheduling depends on someone actually entering the correct departure date upfront, had one case where HR entered the wrong date and the offboarding tasks fired a week early while the person was still working. Review collected by and hosted on G2.com.

We consolidated HR and IT requests into Zendesk and initially worried about privacy, some HR stuff should not be something an IT agent randomly sees while working a different ticket. Turns out department spaces move ticket access up to the brand level, so agents only see tickets within their assigned brand regardless of which groups they belong to, meaning HR tickets stay invisible to IT agents entirely. Also started using the service catalog for new hire equipment requests, employees picks what they need from a list and it auto-fills the fields instead of someone typing out a request from scratch. Review collected by and hosted on G2.com.

Setting up the workday integration to pull employee data directly into tickets took longer than expected, our HR data had some inconsistent formatting that needed cleanup before the sync actually worked reliably. Review collected by and hosted on G2.com.

Zendesk was straightforward to implement, and once it was set up, it's been very easy for our team to use day-to-day. One feature our team particularly values is the ability to track internal notes, which helps us stay aligned and communicate behind the scenes without losing important context. Review collected by and hosted on G2.com.

The one improvement I'd love to see is a native integration with Slack that would allow us to send direct messages to employees from within Zendesk. Having that capability would streamline communication and reduce the need to switch between platforms. Review collected by and hosted on G2.com.

It's a great tool for centralizing our ticket requests. Our employees are familiar with the forms and process and understand the UI used for integration. Great Knowledge base and ability to reference documentation within the Zendesk portal. Review collected by and hosted on G2.com.

It could use more add-ons for customization. Review collected by and hosted on G2.com.

What I like best about Zendesk for Employee Service is how it brings structure and visibility to internal support. It makes it easy to manage employee requests in one place, prioritize what matters most, and ensure nothing falls through the cracks. The interface is intuitive, so teams can adopt it quickly without a steep learning curve, and the automation features help reduce manual work and speed up response times. Overall, it creates a more organized and efficient experience for both the support team and employees. Review collected by and hosted on G2.com.

One downside is that Zendesk can feel a bit complex to configure and fully optimize, especially for internal employee service use cases that differ from traditional customer support. Review collected by and hosted on G2.com.