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Zendesk task lists now have subtickets: How they compare
Zendesk task lists can now create subtickets. Here's an updated, side-by-side look at native task lists and SweetHawk Tasks & Subtickets, plus the questions to ask before you switch.
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Approve requests now reach Microsoft Teams
Approvers who live in Microsoft Teams no longer have to watch their inbox. Approve can now message each approver in Teams with a link to their request, on every new step, reminder and escalation.
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The new Timers app: Every SLA clock you need
Unlimited timers per ticket, each on its own business hours, with pause, resume and ticket updates before and after every deadline. Moving from SLA Timers takes minutes.
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The new Tasks app: Phased task lists and more
Phased task lists, ticket updates on any task event, and task data in your own fields. Your templates and task lists import straight from a CSV.
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Your SweetHawk apps, rebuilt: See what's new
Every SweetHawk app has been rebuilt. See what you get by upgrading, app by app, and how to move across in minutes.
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The new Survey app: Unlimited surveys in Zendesk
A full survey tool inside Zendesk: unlimited surveys, unlimited questions, every answer back on the ticket. Moving takes minutes with the built-in migration assistant.
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The new Reminders app: Reminders that do the work
Reminders that update the ticket when they fire, shared across the whole team, with search, filters and defaults. Moving takes minutes.
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The new Recurring Tickets app: More control
Pause a schedule without deleting it, override template fields per schedule, and clone anything. Templates and schedules import straight from a CSV.
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The new Notify app: Alerts agents can't miss
Desktop pop-ups agents see even when Zendesk is minimised, sound settings per agent, and team leads who can manage their own notifications. Moving takes minutes.
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The new Future Tickets app: Schedule anything
Templates that fill in any ticket field, search and filters, defaults that save clicks, and read-only sharing for people outside Zendesk. Moving takes minutes.
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The new Calendar app: Bookings become tickets
Bookings from tools like Calendly create tickets, a ticket can hold more than one event, and every calendar gets its own workflow. Moving takes minutes.
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The new Approve app: Approvals without the chasing
A rebuilt portal approvers can use on their phone, approvals in Slack, and approval history you can share. Approve (Legacy) setups import from a CSV.
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Field Rules: The upgrade from Field Conditions
Field Rules replaces Field Conditions and Change Manager. Rules that take action, far fewer rules to manage, and an audit log of every change.
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New: Share things with people outside of Zendesk
Kanban, Survey, Approve and Future Tickets now have a Share button. Add someone's email address and they get a read-only link to the real thing, without the app and without an agent seat. You can see who's looked, and take it away whenever you like.
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Approve requests faster with the new Approve portal
We rebuilt the Approve portal so approvers spend less time in it. Action requests in bulk, decide straight from the email, and work through your queue on desktop, tablet or phone.
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SweetHawk launches the first partner-built connector for Zendesk Action Flows
Zendesk Action Flows decides when automation should happen. The SweetHawk connector provides the actions that automate what happens next, so you can run complete business processes with no code and no APIs.
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Zendesk is removing API tokens: the no-code way to keep your ticket automations working
Zendesk is retiring API tokens. If you have ever built a webhook that changes a ticket, it will break by April 2027. Power Actions replaces it with no code and no tokens.
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What native Zendesk SLAs cannot do, and SweetHawk Timers can
Native SLAs give you one regular policy plus one active group SLA on Enterprise. Timers gives you unlimited concurrent custom clocks on any plan, plus workflows that fire before and after each one.
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Introducing Actions: the SweetHawk suite, now connected
Every SweetHawk app can now trigger work in every other SweetHawk app. One app fires an event, another runs an action. No code, no webhooks, no middleware.
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Introducing multi-phase task lists in Tasks & Subtickets
Organize tasks into sequential phases, making it simpler to handle multi-step processes like onboarding, compliance training, and product launches.
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Taking time control further: Zendesk SLAs vs SweetHawk Timers
Native Zendesk SLAs handle the basics. Here is the high-level comparison with SweetHawk Timers: where each fits, and where native SLAs run out of road.
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Approvals can now be completed by your team in Slack
Approve can now send approval requests to Slack instead of email. Approvers get the request as a message with the usual buttons, they answer without leaving Slack, and the decision lands back on the ticket.
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