How to's, Tips & Tricks
August 1, 2019

Zendesk Isn’t Just for Customer Support: How to Take Advantage for HR

Zendesk functions can be manipulated for nearly any external or internal service. This post outlines some specific techniques for HR utilizing Zendesk. However, help desks can be used for other teams and purposes as well. IT, Finance, Sales, Legal, and Operations departments can also use Zendesk to streamline business communication.

If you’re a business or customer support professional, chances are that you’ve used Zendesk yourself or that you know somebody using it. Zendesk is used by more than 110,000 businesses across the globe, primarily for customer support communications. Well-known brands such as Shopify, Netflix, Tile, and Buzzfeed are already using Zendesk to better serve their customers. While businesses tend to use Zendesk primarily for their customers, the platform also boasts extensive capabilities for internal communication.

Have you ever considered using a help desk to help streamline internal business operations such as human resources? Sure, Michael Scott might hate the HR Department (Toby), but that doesn’t mean you have to. Effective communication is necessary for all aspects of an organization, not just customer support. Let’s look at a few ways in which Zendesk can improve your HR processes and communication:

😜 Happy Employees =  🤪 Happy Customers

Happy employees will create happy customers. This has been proven time and time again. HR agents can utilize a lot of the same Zendesk features which customer support agents use. Employee complaints and suggestions will no longer be lost in an inbox or file. https://media.giphy.com/media/PUTpkNwxmdX32/giphy.gif

The onus is on the human resources department to organize, manage, and make sure that issues are handled in a timely manner. Ignored concerns will be written off as a negative experience for the affected employee and will then hinder their office morale, performance, and attitude in the future. That’s why Zendesk can be such a powerful tool for human resources departments.

🛠 Applicable Zendesk Features & Traits:

  • Ticket Sharing – With Zendesk, escalation of employee concerns and questions is quick and easy because your HR agents will be able to forward messages or add applicable departments to tickets as they arise. Sometimes, it is vital the entire HR department know about Zach’s tardiness due to his pup’s precious 💩 mishap for the third time this week.
  • Tags – Agents can monitor employee concerns via tags and can help organize all kinds of HR content and communication. Tags will help an HR department stay organized between multiple agents and also help get applicable outside departments involved when necessary. It’s like having a digital Leslie Knope, just not as adorable.
  • Macros – Commonly asked questions can be answered quickly and accurately with pre-formatted macros. Macros can also be used to easily reach out to new employees and provide them with the necessary documentation and training when they first start. Handling a large workload of HR concerns can be more efficiently handled with the use of well-managed macros. So HR has more time to focus on Janet’s latest list of “scents she can’t tolerate.”
  • Zendesk Guide – And, if your organization is interested, HR can create internal FAQ pages for your employees using the Zendesk Guide functionality. This can create digital, user-friendly guides for your employees so that they can access the information they need when they need it. So you can avoid seeing any other human, when you need to.

🔒 Secure & Private

Sensitive information or concerns are secure and private to only your HR department’s Zendesk account. When setting up Zendesk, you can make sure that only proper HR agents will have access to HR tickets which may contain sensitive employee information or concerns. That means only HR will know that the sight of red staplers gets you all hot and bothered.

📊 Reporting & Analytics

Your organization’s HR department will also be privy to Zendesk’s analytics and reporting dashboard. Agents can track common complaints (Ben stole someone’s lunch for a third time this week!?!) and concerns to improve employee onboarding, training, and communication in order to help increase employee happiness and productivity.

Find out more about Zendesk and its use cases for HR here. In addition to Zendesk there are many other ticketing platforms out there 🤯, we know right?! A notable ticket system designed to make you and your team beam with joy, Halp, is one of many. Check it out here and their integration with Zendesk


🚦 And That’s Just the Start…

Zendesk functions can be manipulated for nearly any external or internal service. This post outlines some specific techniques for HR, but Zendesk can be used for other teams and purposes as well. IT, Finance, Sales, Legal, and Operations departments can also use Zendesk to streamline business communication. Macros, ticket sharing, triggers, and tags can all be used to organize, provide information, and communicate in a timely manner. Don’t restrict yourself to a service you’re already using – leverage the power of Zendesk for your internal operations as well!


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