Why you need the Zendesk + Workday Integration

Managing customer support and employee operations can be time-consuming and error-prone without the right tools. The Zendesk + Workday integration solves this by connecting customer service and workforce management, streamlining tasks, and improving efficiency.

What’s in it for you?

• Save Time: Access real-time employee data directly in Zendesk without switching platforms.

• Automate Tasks: Automate ticket routing, data syncing, and workflows to reduce manual effort.

• Improve Security: Protect sensitive data with role-based access controls, encryption, and compliance with GDPR and SOC 2.

• Boost Decision-Making: Combine insights from Zendesk and Workday for better resource allocation and data-driven strategies.

The integration simplifies HR support, automates updates like employee onboarding and exits, and provides actionable metrics to optimize operations. Plus, advanced tools like Adelante CX enhance these features with AI-powered insights and robust security.

Key Benefits at a Glance

This integration is a practical, secure, and efficient solution for businesses looking to streamline operations and improve employee support.

Main Advantages of Connecting Zendesk and Workday

Integrating Zendesk with Workday brings clear benefits, simplifying operations and improving how data is managed.

Quick Access to Employee Information

Support agents can instantly view essential employee data directly in Zendesk. This consolidated view removes the hassle of switching between platforms, saving time and effort.

With this integration, support teams can:

• Access real-time employee details and past support interactions.

• Retrieve HR documents and policies relevant to their tasks.

• Determine escalation paths based on the company’s organizational structure.

Automated Tasks and Workflows

By linking Zendesk and Workday, manual processes are replaced with automated workflows, making both support and HR operations more efficient.

Here’s what gets automated:

• Ticket Routing: HR-related tickets are automatically sent to the right teams, considering the employee’s department and type of issue.

• Status Updates: Changes in employee status are synced across both platforms.

• Data Synchronization: Employee information is updated in real-time between the systems.

Data Security and Standards

This integration prioritizes protecting sensitive employee and organizational data. Advanced security measures ensure compliance with regulations while allowing smooth data management.

Organizations benefit from features like:

• Role-based access controls to manage who sees what.

• Configurable data visibility based on user permissions.

• Tools to monitor and audit access to the system.

The integration supports key compliance needs, such as:

• SOC 2 requirements.

• GDPR data protection rules.

• Industry-specific security standards.

Security measures include:

• Data transfers protected with end-to-end encryption.

• Secure API connections for system communication.

• Regular security audits and updates.

This setup ensures a more efficient, secure, and compliant environment, making life easier for support teams while safeguarding employee data.

Real-World Uses and Results

Managing HR Support Requests

The Zendesk-Workday integration simplifies HR support by bringing together employee requests and ensuring accurate record-keeping.

Key benefits include:

• Handling payroll inquiries efficiently with direct access to payment and tax details.

• Addressing benefits questions faster using synced eligibility data.

• Automating time-off management with calendar integration and manager notifications.

These features help keep employee lifecycle updates smooth and hassle-free.

Employee Status Updates

By connecting Zendesk with Workday, every employee status change automatically updates support operations. This eliminates manual updates and minimizes errors. The system can:

• Automatically create support profiles and set access levels for new hires.

• Adjust permissions and reroute tickets when roles change.

• Revoke access and manage exit workflows during employee departures.

Data Analysis and Metrics

Integrated systems offer actionable reporting that enhances operations. Teams can monitor:

• Average response times for HR requests.

• Common support issues by department or role.

• High-volume request periods to improve staff scheduling.

These metrics highlight how integration drives efficiency:

These insights allow teams to refine HR and support strategies, keeping operations running smoothly.

Setting Up Zendesk with Workday

To get the most out of your Zendesk and Workday integration, follow these steps to ensure smooth and efficient performance.

Setup Steps and Requirements

Here’s what you’ll need to get started:

• System Requirements

  • An active Zendesk Enterprise or Professional subscription

  • Administrative access to your Workday tenant

  • API credentials and authentication tokens

  • A secure network connection using HTTPS

• Authentication Setup

  • Install the Workday app from the Zendesk marketplace

  • Generate OAuth 2.0 credentials in Workday

  • Configure Service User and establish proper permissions

• Data Mapping Configuration

  • Map employee data fields between systems

  • Create triggers and automations to route HR tickets correctly

Once the integration is configured, you can take steps to further enhance its performance.

Tips for Better Performance

Boost your system’s efficiency with these strategies:

• Take advantage of AI tools within Zendesk to route HR tickets to the right agents.

• Strengthen employee privacy by implementing role-based access, auditing data usage, and encrypting sensitive information.

Adelante CX Features for Zendesk-Workday

Adelante CX enhances the Zendesk-Workday integration with advanced AI, strong security measures, and dedicated support. Building on the operational and security advantages already outlined, Adelante CX offers tools specifically designed to improve the Zendesk-Workday connection.

AI Tools for Support Teams

Adelante CX uses AI to simplify support tasks and provide useful insights. By analyzing ticket trends and employee data, it helps improve workflow efficiency. Key features include:

Security and Compliance Tools

In addition to AI-driven features, Adelante CX ensures your data remains secure throughout the integration process. Its framework includes:

• SOC 2 certification for secure data handling

• HIPAA compliance for healthcare organizations

• ISO 27001 standards for information security

• GDPR-compliant data processing protocols

Setup and Support Options

Adelante CX offers full implementation support with personalized guidance to meet your organization’s needs. Onboarding includes:

• Custom onboarding sessions

• Assistance with tailored configurations

• Help with optimizing the integration

• Continuous technical support

"It was quick and easy to set up, and Shiran has provided timely and helpful support for my (many) questions!" - Maggie, Manager, Community & Customer Support

The enterprise-ready apps are built for easy deployment while remaining flexible enough to accommodate custom setups. These features strengthen the integration’s ability to align support operations with workforce management goals.

Conclusion

The Zendesk-Workday integration transforms how businesses handle employee support and HR tasks, offering improved efficiency with strong security measures.

Here’s a quick look at what it brings to the table:

With these features, the integration simplifies workforce management by combining real-time HRIS data access and automated workflows with strict security and compliance.

Paired with Adelante CX’s advanced AI tools and expert support, this solution is designed to meet the needs of modern HR operations. Its combination of functionality, strong security, and competitive pricing makes it a practical choice for businesses aiming to improve HR support and efficiency.

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