A shared view of employee service
Employee service is rarely “just IT”. Requests span device setup, onboarding, access, workplace issues, and HR - and the hardest part is seeing the whole system instead of three separate queues.
This dashboard gives internal teams a shared view of demand, responsiveness, and employee experience - built from Zendesk data.
What this dashboard is for
- See request volume across IT, workplace, and HR in one place
- Understand top request types (and what’s driving repeat demand)
- Keep onboarding and access work visible (the stuff that can’t wait)
- Track whether employees are actually having a good experience
Zendesk employee service dashboard
What’s on the dashboard
Requests created this week
Series: IT, Workplace, HR.
Why it matters: shows demand shape and which team is carrying volume this week.Top request types this week (ranked bar list)
Examples: device setup, account/SSO, access request, benefits portal, office issue, software install, hardware issue, VPN/network, desk move, payroll access, policy question, meeting room tech.
Why it matters: makes repeatable work obvious - and helps teams prioritise self-serve, templates, and automation.Solved today
Reply brackets: 0 replies, 1 reply, 2 replies, 3–5 replies, >5 replies.
Why it matters: quick sense-check of complexity today. If “3–5 replies” and “>5 replies” climb, the desk is dealing with harder work.Average first reply time (by team)
Rows: HR, Workplace, IT.
Why it matters: highlights bottlenecks and sets expectations internally (especially during onboarding spikes).Employee satisfaction 30d (gauge)
What it shows: rolling satisfaction (for example: 92.6%).
Why it matters: keeps employee experience visible alongside operations.Open and solved (number tiles)
What it shows: Open requests, Open onboarding, and Solved today.
Why it matters: gives a clean “health snapshot”: what’s outstanding, what’s urgent (onboarding), and whether throughput is keeping up.FAQ
What’s the difference between employee service and ITSM?
ITSM is typically the IT service desk discipline. Employee service is the broader internal support model across IT, workplace, and HR — often sharing tooling, categories, and SLAs.What should you track first?
Start with volume by team, top request types, first reply time, onboarding backlog, and a simple satisfaction measure (if you collect it). You can get sophisticated later.Focus area
Internal employee service across IT, workplace, and HR.
Who looks at it?
IT, HR, and workplace leaders plus operations owners.
How often?
Daily for monitoring and in regular employee experience reviews.
- Zendesk Support
