We use Zendesk to manage a large internal service catalog with dozens of request types across multiple departments and have implemented a customized Copenhagen theme for our Help Center. As the number of forms grows (~80+), it becomes increasingly difficult for both agents and end users to navigate and find the correct request form. Currently, there is no sufficient categorization or search functionality in the service catalog, even with theme customization.
This leads to users selecting incorrect forms, which results in misrouted tickets, additional manual work for agents, and delays in request processing. It also reduces the effectiveness of structured workflows and automation.
This issue occurs daily, especially for new users or employees who are not familiar with the system. They often struggle to locate the correct request type and either submit incorrect requests or contact support directly, increasing the workload on the service desk. Over time, this negatively impacts user experience and operational efficiency.
As a workaround, we provide internal instructions and training, and agents manually redirect or correct tickets. While the customized Copenhagen theme allows some UI improvements, it does not fully solve the lack of native categorization and search capabilities. This approach is not scalable and consumes significant time.
Ideally, the service catalog should support clear categorization (e.g., by department, service type, or user role) and include a robust search function that allows users to quickly find the correct request form. This would significantly improve usability, reduce errors, and enhance overall service delivery.