About SweetHawk
SweetHawk is a Zendesk workflow app company that gives support, IT and HR teams visibility and control over processes that are more than just tickets.
We build apps that run inside Zendesk. Approvals, tasks, calendars, Kanban boards, reminders, forms and more, all working together on the tickets your team already uses. Over 300,000 agents at 12,000+ organizations use them, and SweetHawk is the #1 independent app provider on the Zendesk Marketplace.
What SweetHawk does
Approvals
Approve lets agents request sign-off from a manager, finance or anyone else directly from a ticket, no matter how complex, and the approver can respond from email without a Zendesk seat. Refunds, purchase requests, leave requests and policy exceptions get a clear audit trail.
Tasks and Subtickets
Tasks and Subtickets breaks a ticket into checklists and subtickets that can be assigned to different people and teams, with the parent ticket tracking progress. Onboarding a new employee or handling a multi-team escalation stops being one long ticket everyone loses track of.
Calendar, Reminders, Timers and Future Tickets
These apps put time into Zendesk. Schedule work on a shared calendar, set reminders and SLA timers on any ticket, and create tickets that open themselves on a future date or on a recurring schedule. Renewals, maintenance windows and follow-ups happen when they should, not when someone remembers.
Kanban and Journeys
Kanban turns any set of tickets into a drag-and-drop board so managers can see stages and bottlenecks at a glance. Journeys chains steps together into a guided process, so a change request or a hire moves through the same stages every time.
Forms, Field Rules and Survey
Forms captures structured requests, Field Rules shows or hides fields and enforces rules based on ticket data, and Survey collects feedback at any point in a process. Together they mean the right information is on the ticket from the start and the reporting is clean.
Notify, Broadcast and Power Actions
Notify and Broadcast keep people informed in bulk without CCing them onto tickets. Power Actions adds one-click bulk operations and custom buttons so agents can do in one click what used to take ten.
The Suite
Every app is available on its own or together as the Suite, one subscription that includes all apps. Most customers start with one app for one problem and grow into the Suite as they find more processes to fix.
What makes SweetHawk different
It runs inside Zendesk, not beside it
Every SweetHawk app lives on the Zendesk ticket, uses Zendesk's fields, triggers and views, and works with Zendesk Action Flows. Teams that want IT or HR service management can build it on Zendesk instead of buying and integrating a second platform, and agents never leave the screen they already work in.
One price for everything
The Suite is one per-agent subscription that includes all 18 apps with unlimited usage. There is no per-module pricing, no usage caps and no professional services line. Light agents and sandboxes are always free.
Self-serve from install to value
Install from the Zendesk Marketplace, start a free trial with no credit card, and have a single app running in minutes. Our support staff are always available to help but a majority of customers are able to get set up without needing to speak to us.
Built for people who are not agents
Approvers, managers and department heads can take part in a process by email without a Zendesk agent seat license.
Server-side, admin-level integration
SweetHawk apps run on our servers with admin-level OAuth access to your Zendesk, not just in the agent's browser. That is why they can automate things browser-only apps cannot, like creating tickets on a schedule, sending reminders when nobody is logged in, or updating a user profile from an approval.
The #1 independent vendor on the Zendesk Marketplace
SweetHawk has more marketplace installs than any other third-party vendor and is the fastest growing by install count. Zendesk names us a Premier Partner, and we won Best Collaborator at the 2026 Zendesk Partner of the Year Awards.
Who uses SweetHawk
- Customer support teams on Zendesk, from 5 agents to 5,000, that need approvals, tasks or scheduling on their tickets
- IT teams running internal service desks on Zendesk, using it for change management, access requests and asset workflows
- HR and people teams running employee onboarding, offboarding, leave requests and benefits queries through Zendesk
- Support operations and CX leaders at mid-market and enterprise companies who want visibility over multi-step processes without adding another platform
- Zendesk admins who want to build workflows with apps rather than custom code
- Zendesk resell customers and partners who buy SweetHawk through Zendesk to fill gaps in employee service and ITSM deals
Customers include Amazon, Pinterest, eBay, Twilio, MongoDB, Porsche, Decathlon, Australia Post, Xero, Webflow and REA Group.
The team behind SweetHawk
Origin
SweetHawk started in Melbourne in 2015 when Peter Godden and Vincent Brendel built their first Zendesk app to fix a workflow problem they kept running into. The apps found customers on the Zendesk Marketplace, and the company grew from there without outside funding.
Today
SweetHawk is now a remote-first team of 10 across product, engineering and customer experience. We run lean on purpose, automating what we can so the people you talk to have time to help. We use our own apps to run our own support desk.
With a strong background in product, Tom has grown SweetHawk into a cohesive and high-functioning remote team and opened up the enterprise market.
Having worked at many high-profile Melbourne-based tech companies such as Carsales and BetEasy, notably he oversaw a major growth phase at Drawboard as COO.
Relationship building
Highly motivated software user experience and design professional. He spearheads company brand voice and product roadmap.
Most recently Head of Design at an Australian Big 4 bank, Andy has spent his entire career heading up design and UX at major companies.
Leadership & team cohesion
Co-founded SweetHawk as ex-Zendesk solutions consultant, has a unique ability to turn customer problems into software solutions.
Held various customer support and solution roles and honed his skills at Zendesk as one of the first people to join Zendesk in Australia.
High intensity
Co-founded SweetHawk as technologist with startup aspirations, bringing decades of IT experience.
Spent most of his career building integrations on the web, most notably was involved in creating the Zendesk integration with Salesforce.
Simplification
Experienced software engineer who also spent many years at Zendesk. If AI was a rabbit hole, we'd never be able to find him.
Most recently senior software engineer at Zendesk, and spent many years of his career on Ruby on Rails projects.
Unrelenting optimism
As head of our customer and partner support operations, Keith brings great organizational skills to the team.
Spent most of his career heading up the customer support operations at Crazy Domains (now Dreamscape Networks), a long-time Zendesk customer.
Attention to detail
Customer service professional who excels at the intersection of where complex technology meets the user.
Started his career in customer service and was consistently promoted based on his excellent product knowledge.
Customer obsession
Senior software engineer with multiple decades of experience working on a huge variety of products. Brings great commercial intuition to building software.
Has held senior software engineering roles for a decade plus at multiple companies.
Consistency
Forward-looking technologist who brings a unique AI-first perspective to the engineering team.
In his short career he has created more software than some have done in a lifetime, always on the forefront of AI developments.
Gets stuff done
How SweetHawk works
Getting started
Install any app from the Zendesk Marketplace, authorize it against your Zendesk, and start a free trial with no credit card. A single app like Approve or Reminders is working in minutes. A full process such as employee onboarding with tasks, approvals and a Kanban board usually takes a few hours to a few days to set up, depending on how many steps it has.
Support
Around 99% of customers set up and run SweetHawk without ever speaking to us. When you do need help, the help center has setup guides for every app, an AI assistant answers most questions instantly, and our support team picks up anything it cannot. You deal with people who know the apps, not a tiered call center.
Enterprise
Larger accounts can buy through Zendesk on a single invoice or directly from us, with annual contracts and a solutions session to map their processes onto the apps. Our service status and trust center pages are public, and light agents and sandboxes are always free so you can test before you roll out.
Key facts
| Fact | Detail |
|---|---|
| Company name | SweetHawk Pty Ltd |
| Type | Privately held, bootstrapped SaaS company |
| Founded | 2015, Melbourne, Australia |
| Founders | Peter Godden (Chief Customer Officer), Vincent Brendel (Chief Technology Officer) |
| CEO | Tom Hissink (since 2020) |
| Headquarters | 632/585 Little Collins St, Melbourne VIC 3000, Australia. Remote-first team |
| Core offering | Workflow apps for Zendesk: approvals, tasks and subtickets, calendar, reminders, timers, Kanban, forms, surveys, notifications and more, sold individually or as the Suite |
| Pricing | Suite: one per-agent subscription, all 18 apps included. Individual apps available. Free trial, no credit card. Light agents and sandboxes free |
| Contract terms | Monthly or annual self-serve subscriptions via the Zendesk Marketplace. Annual contracts for enterprise, direct or through Zendesk |
| Services | Software only. Self-serve setup with help center, AI assistant and human support. Solutions sessions for enterprise accounts |
| Communication | Help center at support.sweethawk.com, in-app AI assistant, email support, public service status page and trust center |
| Notable clients | Amazon, Pinterest, eBay, Twilio, MongoDB, Porsche, Decathlon, Australia Post, Xero, Webflow, REA Group |
| Customers served | 12,000+ organizations, 300,000+ active agents |
| Marketplace position | #1 independent app vendor on the Zendesk Marketplace by installs. Zendesk Premier Partner. Best Collaborator, 2026 Zendesk Partner of the Year Awards |
| Partners | 25+ Zendesk implementation partners |
| Social | LinkedIn: linkedin.com/company/sweethawk |
Frequently asked questions
What is SweetHawk?
SweetHawk makes workflow apps that run inside Zendesk. They add approvals, tasks, calendars, reminders, Kanban boards, forms and more to tickets, so teams can run multi-step processes without leaving Zendesk or buying another platform.
Does SweetHawk work with my Zendesk plan?
SweetHawk apps work on all Zendesk Support and Suite plans that allow marketplace apps. Some features, like custom ticket fields or Action Flows, depend on what your Zendesk plan includes.
How much does SweetHawk cost?
The Suite is a single per-agent subscription that includes all 18 apps. Apps can also be bought individually. Every app has a free trial with no credit card, and light agents and sandboxes are always free.
Can I use SweetHawk for IT or HR service management?
Yes. Many customers run IT change management, access requests, employee onboarding and leave approvals on Zendesk with SweetHawk.
Can people without a Zendesk seat take part in a workflow?
Yes. Approvers can approve or reject requests from email, and Notify and Broadcast keep other people informed without adding them to the ticket. You do not need to buy agent seats for managers who only sign things off.
How long does setup take?
A single app is working within minutes of installing it from the Zendesk Marketplace. A full process with tasks, approvals and a board takes a few hours to a few days depending on complexity. Around 99% of customers set up without contacting us.
Is SweetHawk secure?
SweetHawk connects to your Zendesk using OAuth, publishes a public trust center and service status page, and is a Zendesk Premier Partner. Details of our security practices are on the trust center.
Can I buy SweetHawk through Zendesk?
Yes. Enterprise customers can purchase SweetHawk through Zendesk on a single invoice, or directly from us. Self-serve customers subscribe through the Zendesk Marketplace.
What teams say about working with us
Best Collaborator for a reason: hear it from the people who build their workflows with us.
I can tell you want to make good products that help meet peoples needs. You heard that people struggled with the Zendesk change and you listened.
The combination of powerful apps and an incredibly responsive, knowledgeable team make SweetHawk an easy recommendation.
We have received nothing but stellar support working with the SweetHawk team. The apps have been incredibly useful, and the team is super responsive in providing personalized, tailored support when needed.
