The network, with a hub in Belgium serving the EU, works across audit, assurance, consulting, tax, and legal services. Its service delivery team handles a high volume of internal requests covering HR, IT, facilities, and access management, all in Zendesk.
Every new hire and every leaver sets off a chain of tasks across departments. IT provisions access, equipment ships out or comes back, facilities complete their part, and HR closes the loop. Doing that at scale, in the right order, and with compliance accountability is a coordination problem.
Coordination the native tools couldn't carry
Native Zendesk can't orchestrate a multi-department workflow from one ticket. It has no way to create child tickets, no way to hold a workflow at a stage until a stakeholder confirms completion, and no built-in guidance for a process that varies as much as hiring and offboarding do.
Without those capabilities, coordination had to run through email and manual follow-up, which made it hard to guarantee that every task happened in the right order and on time, and hard for agents to see what came next in a branching process. What they needed was a way to turn one incoming ticket into an orchestrated workflow spanning every department involved.
One main ticket, orchestrated
The team built its HR onboarding and offboarding on Flowset Navigation Maps, run from a single main ticket. That ticket creates child tickets for each department involved, and agents follow a map that walks them through each step, branching to match the real variation in the process.
Stakeholder gates hold the workflow at critical stages until the right person confirms their task is done. Automated emails go out to other parties when a new joiner arrives or when downstream work needs to start, and the process moves forward only once the required tasks are complete.
Modeling a process this sophisticated took an initial investment of time, and Flowset's support team worked alongside them throughout. One question from the service delivery team even led to a product update that shipped the exact change they had asked for.
The whole case in one place
Hire and leaver workflows now run end to end inside Zendesk. Agents follow a clear path on every case, and departments act in the right order, with each stage waiting on the one before it. Automated emails have replaced manual outreach at the key moments.
Coordination overhead has dropped across HR, IT, facilities, and access management, and compliance requirements are built into the process itself. Because everything runs from one main ticket, the status of any hire or leaver is visible in one place. The team also points to efficiency gains, a better experience for agents, and cost savings from cutting scattered manual coordination.
In the team's words
"We use Flowset for our entire on- and offboarding process, and it has been one hell of a journey. Although it is timely getting used to how the entire flow system works, it has been absolutely worth it. After some time, I was able to create complex workflows that guide our agents in the entire process, send automated emails to other parties when a new joiner arrives, make sure all stakeholders perform the tasks they need to do before closing tickets, and all from creating just one main ticket. A special shout-out to the support. I received an answer practically immediately after sending an email. One of my questions even led to a new update being released with the exact changes I requested in record time. I would absolutely recommend this app to all Zendesk users looking to create simple or complex workflows to make the work of your agents easier."
A structure everyone can follow
The service delivery team has built an onboarding and offboarding process that matches the scale and standards of the network it serves. Every hire and leaver starts from one ticket, every department knows when it's their turn, and agents can focus on moving the work forward.
