Growth adds service demand faster than it adds service capacity.
Every location adds employees, devices, access and incidents while ERP, Workday and service draw on the same team.
Finance, procurement, close and company reporting.
The employee record for 16,000 people across four brands.
How work is requested, routed, resolved and measured.
ERP, HCM and service draw on the same engineers, admins and calendar. Sequence protects the outcome.
Bagel Brands leaders consistently identified the same operating constraints.
ServiceNow has become the junk drawer of our company.
We don't have any ServiceNow reporting. I have none.
I need a full-time engineer just to get that rotation going.
We lost several automations into ServiceNow. What big major pain point would be? Terminations.
A twenty percent increase for this year. It's kind of just money down the drain.
Claims are sourced. Benchmarks are labeled.
One Employee Service platform for IT and HR, connected to Workday and the enterprise stack.
IT and HR share intake, knowledge, workflows and measurement.
Answer, guide, route and automate with governed context.
Use permission boundaries without fragmenting the platform.
The pause protected the HCM program. The restart can now unify IT and HR service around it.
Zendesk uses permitted context without replacing the HRIS.
IT and HR work from one intake, workflow and measurement model.
Knowledge, Copilot and Action Flows reduce manual coordination.
Bagel Brands can now build a unified Employee Service platform with AI across the service lifecycle.
History, SLAs, identity, privacy and coexistence determine schedule and risk.
Map users, groups and attachments. Preserve ticket ownership and context.
Effort depends on volume, attachments, API limits and validation.
Rebuild targets, calendars, pauses and escalations.
Your service desk lead must own the design.
Identity controls access, routing and approvals.
Sequence SSO, privileged access and HCM dependencies.
Keep sensitive HR and payroll work permission-bound.
Design IT and HR together while preserving distinct access controls.
Both platforms will carry live work during transition.
Earlier design shortens the overlap.
The move is manageable when scope, owners and acceptance criteria are clear before build.
The month, year and ServiceNow renewal dependency remain open.
Live on the new platform.
The anchorUAT, parallel run, enablement and hypercare.
Estimate to validateWorkflows, SLAs, catalog, integrations and history.
Estimate to validateScope lock, SLA design, data mapping and dry run.
Estimate to validateScope, governance, integration ownership and team mobilization complete.
Count back from the confirmed cutoverConfirm unified scope, migration criteria, governance and owners.
Confirm the decision frameFirst confirm the anchor. Then protect the design time.
Zendesk brings AI, human expertise, trusted knowledge, workflows, governance and insight into one service system.
IT and HR share the service platform. Each domain keeps the access controls, systems of record and approval rules its work requires.
AI agents, copilots and Action Flows use shared context to answer, guide, route and act within defined controls.
AI identifies the service path and uses approved enterprise content through Knowledge Graph.
Copilot, approvals and Action Flows coordinate the next step and return the result to the record.
Knowledge Graph connects approved content. The Resolution Learning Loop uses interaction signals to expose gaps and improve future service.
Bakery teams use a mobile Help Center. Corporate teams can use Slack or Teams. Both reach the same service operation.
Employees can find an answer, select a service item or create a request without learning the internal org chart.
Each service item asks for the fields needed to route, fulfill and report the work.
POS incident. Access request. Replacement device. New manager onboarding. Payroll question.
The bakery should not hunt across queues while the morning window is open.
Catalog fields identify the brand, location, device and urgency.
Knowledge, service history and device context guide the next action.
The manager is notified and the outcome remains reportable by bakery and brand.
Agents resolve the request without searching across separate systems and folders.
Connected knowledge can surface approved guidance. Source permissions remain respected.
Task lists, approvals and Action Flows keep every owner, result and exception on the service record.
Zendesk coordinates the case, approvals, tasks and evidence without becoming the HRIS.
Employment, role, manager and permitted HR context.
Case, approval, tasks, owners and exceptions.
Accounts, groups, privileges and result.
Device, assignment, history and recovery.
A new bakery manager request shows how Zendesk coordinates HR, IT, identity and assets around one governed service record.
Role, bakery, start date and device need enter the service record while HR content stays private.
A named approval releases sanitized IT tasks through Action Flows.
Access, asset and exception results return to the case without copying sensitive HR data.
Actions, identity, assets and AI now connect around the request.
Visual orchestration with branches, retries and error paths.
Okta and Entra user and group operations.
Asset context, assignment and lifecycle inside the case.
Permission-aware answers across approved channels and sources.
Unify IT and HR service while keeping Workday as the employee system of record.
Resolve daily technology demand across every bakery and corporate team.
Use Workday context without copying the HRIS or exposing sensitive data.
The shared layer is Zendesk AI, knowledge, workflow and measurement. IT and HR keep the controls each domain requires.
The data model turns service activity into visible performance by bakery, brand and service.
AI-powered QA can monitor every employee service interaction, subject to plan and configuration.
Bakery leaders use mobile self-service. Corporate teams can ask in Slack or Teams.
Permission-aware answers use approved sources. The human handoff keeps the conversation and service record intact.
Help Center, Slack or Teams.
Use approved knowledge sources.
Use governed flows and connectors.
Employee Service AI Agents entered Early Access on August 3, 2026. Confirm eligibility.
Zendesk AI connects employee answers, agent guidance, governed action and service insight.
Use approved knowledge across Help Center, Slack and Teams.
Guide agents, coordinate approvals and execute validated actions.
Measure every interaction and expose repeat friction by service path.
The proposal was nearly ready before ERP and HCM took priority. Close the questions needed for a credible ELT recommendation.
Lock IT and HR service domains, privacy boundaries and shared capabilities.
Set cutover, Workday dependency, identity stack and integration owners.
Define approved knowledge, action boundaries, human review and success measures.
Before the doors open, people need access, devices and answers. The service model has to work first.