In Zendesk, employee self-service means searching AI answers, chatting with an agent, requesting services from the catalog, and tracking tickets, all from one help center.
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Chapters
How employee self-service works in Zendesk
The Zendesk Help Center is the front door for employee requests across IT and HR. This walkthrough shows how employees help themselves without waiting on an agent.
Search surfaces AI answers that resolve common questions on the spot. A chat agent handles first-line triage around the clock and hands off to a live agent when needed. The service catalog gives employees a single, guided path to request a service, and every request lands in one place where they can track status and add context.
A custom object is the record type Zendesk does not ship: assets, contracts, subscriptions. How to define one, and the lookup field that puts it on a ticket.
A macro is a saved reply plus the ticket changes that go with it. What sits inside a macro, how to build one, and what an agent sees when they apply it.
