Employees shouldn't feel like they are hitting a wall every time they need help from internal service teams like IT and HR. And internal service teams shouldn't be forced to chase requests across channels, tools and systems just because legacy tools have trapped them in a cycle of manual work.
At Zendesk, we believe employee service should be better. Your teams deserve to spend less time on repetitive work and more time solving the problems that move the business forward.
At Relate, we announced a new wave of employee service features built to advance this vision forward: modern ITSM capabilities, AI designed for internal support, and deeper integrations with the systems employees already use every day.
Modern ITSM capabilities built for speed and simplicity
Great internal service starts with IT. But legacy ITSM systems have too often slowed teams down with complexity, cost, and long implementation cycles. That is why we are investing in an ITSM solution designed for simplicity, automation, and fast time to value.
One critical piece of our solution is our new native IT Asset Management. It brings service and asset data together in one place, so IT teams can manage devices, view asset history, and take action without jumping between systems. When an employee loses a laptop, IT teams can immediately determine which laptop it is, lock it through Jamf and Intune integrations, and automate follow-up actions if it is not recovered.
We are also expanding remediation with more ITAM integrations. With Automox, teams can see missing security patches and execute one click actions like software updates or restarts directly from the ticket sidebar. With NinjaOne, they can monitor live device health, launch secure remote sessions, and resolve hardware issues with closed loop ticketing. Together, these integrations extend Zendesk from visibility into action.
Beyond asset visibility, we’re helping IT teams standardize and streamline common workflows with Automated Approvals & Tasks. Admins can configure Action Builder, our no-code workflow builder, to trigger workflows that automatically route secure approvals to managers and attach standardized task lists to tickets. This saves hours previously lost to reviewing SOPs and making manual requests.
Together, the result is an ITSM solution that actually works the way IT teams want it to: less context-switching, better visibility, and a frictionless path from request to resolution.
AI built for the realities of internal support
Internal support has different challenges than customer support. Knowledge is scattered across multiple systems, requests come through different channels, and the right answer depends on permissions and access, creating service delays that slow down employees and ultimately, the business.
That is why internal service needs AI designed specifically for it.
Our Employee Service AI agents, built on the foundation of our Unleash acquisition, are designed for internal support. They connect to external knowledge sources like Google Drive and Sharepoint with zero data migration. They support employees in Slack, Teams, and Help Center, where work is already happening. And because these agents are permission-aware, employees only see content they’re authorized to access, helping teams maintain control and security.
This is a major step forward because it brings together the right knowledge, the right channels, and the right permissions in one experience. Instead of making employees hunt for answers, it helps them get help faster and with less friction.
As internal service becomes more automated, teams still need better ways to understand what is working and where they can improve. That is where Admin Copilot and Analyst Copilot help teams take action.
Admin Copilot helps admins improve workflows and setup with proactive recommendations, so they can spend less time managing the platform and more time improving it. Analyst Copilot helps service leaders understand trends, identify root causes, and make better decisions with the data they already have. It turns service activity into insights teams can act on.
Together, these tools help internal service teams get better over time, not just faster in the moment.
Deeper integrations with the Microsoft ecosystem
The future of employee service is about meeting people where they already work. Microsoft is where work happens for many teams, which is why we are continuing to deepen our connection into that ecosystem.
We are building on our existing Microsoft support with two new integrations that make the experience more robust and more useful for employees and IT teams alike. Microsoft Teams integration gives employees a conversational entry point for support in the flow of work. Microsoft Agent 365 integration gives IT teams the governance and oversight they need to manage AI agents securely inside the Microsoft environment.
Together, these integrations help bring employee service closer to the work itself. Employees can get support without leaving the apps they already use. IT can keep visibility and control. And support teams can reduce friction across the systems that matter most.
This is also where Zendesk starts to feel less like a separate destination and more like part of the way work actually gets done.
Building the future of employee service
This is what the next era of employee service looks like. Less time in the queue. More time doing meaningful work. Better experiences for employees. Better outcomes for the business.
With modern ITSM capabilities, AI tailored for internal support, and deeper Microsoft integrations, Zendesk is helping teams resolve issues faster and support employees more effectively across the business.
See how Zendesk is helping teams move from bloated tools to brilliant service with AI built for internal support and the people who support employees every day. Watch Zendesk Relate Digital
Justine Carroll
Director, Product Marketing at Zendesk
Justine is a product marketing leader with 15+ years of experience in B2B SaaS and consumer technology. She leads Zendesk's Employee Service product marketing team, helping departments like IT and HR deliver exceptional service through AI-powered, easy-to-use tools. Her favorite part of the job? Launching products that truly help customers and deliver real impact.
