Plan requirement
| Subscription | Suite Growth or higher, Guide Professional or higher |
| Access | Admin |
A service catalog turns your help centre into a place people request things, not only read about them.
What it is
A list of services somebody can request: a laptop, access to a system, a new starter set up, a piece of software. Each has its own form asking exactly what is needed.
Requesting one creates a ticket, routed to whoever handles it.
Who it is for
Internal service desks, above all. If your Zendesk serves colleagues rather than customers, this is the difference between a ticket saying "I need a laptop" and one that already knows which model, for whom, and by when.
What it changes
- Requests arrive complete. The form asked what the team needs.
- People can see what is available. Half the questions an internal desk gets are about what can be asked for.
- Routing is automatic, because the service says who handles it.
- It is countable. How many of each, how long each takes.
Start with three
The three things people ask for most. A catalog with forty services nobody browses is a list; one with three that are genuinely used teaches you how the fourth should work.
Where it does not fit
Customer-facing support. Customers have problems rather than requests from a menu, and a catalog asks them to categorise before they have described anything.
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