Taking Zendesk Conditional Fields to the next level with SweetHawk Field Rules

Sep 2

When it comes to building efficient customer support workflows, Zendesk Conditional Fields are excellent. They let you hide or show fields dynamically, make certain fields required, and ensure both agents and end-users only see what’s relevant. This helps create cleaner forms, better data quality, and smoother processes right out of the box.

But what if you need more? What if your workflows demand things like read-only fields, automatic macros, or rules that depend on which team member is viewing the ticket?

That’s where SweetHawk’s Field Rules app steps in. It takes the strong base that Zendesk provides and gives you the ability to push conditionality much further.

🎯 Feature Comparison

Here’s a quick side-by-side look at Zendesk Conditional Fields vs. SweetHawk Field Rules:

  
        Feature
        SweetHawk Field Rules
        Zendesk Conditional Fields
      
        Hide ticket fields
        ✅
        ✅
      
        Make fields mandatory (conditionally)
        ✅
        ✅
      
        Make fields read-only (for agents)
        ✅
        ➖
      
        Automatically set/overwrite ticket field values (incl. hidden)
        ✅ 
        ➖
      
        Apply macros automatically
        ✅
        ➖
      
        React to live field changes
        ✅ 
        ✅ 
      
        Rules applied based on viewer (Agent/role/group)
        ✅
        ➖
      
        End-user forms support
        ➖ (Agent forms only)
        ✅ 
      
        Auto-apply SweetHawk Tasks lists
        ✅ (Instantly add task lists)
        ➖
      
        Rule sequencing / priority
        ✅ 
        ✅ 
      
        Real time rule inspector
        ✅ (See which rules are active at any time)
        ➖
      
        Impersonation agent view
        ✅ (Preview rules as another agent)
        ➖
      
        Works on all Zendesk plans
        ✅
        ➖ (Only available on certain plans)
      
        Native to Zendesk
        ➖ App (SweetHawk)
        ✅

📦 Ideal use cases: When to use what

Zendesk Conditional Fields – Great for clean, simple workflows

End-user ticket forms: Keep customer-facing forms short, relevant, and less overwhelming.
Basic agent forms: Show or hide fields based on simple conditions.
Data quality: Ensure important fields become mandatory when needed.

Why it shines: It’s built right into Zendesk, with no extra apps required. It’s perfect for reducing clutter and making sure the right data is collected in straightforward workflows.

SweetHawk Field Rules – Built for advanced agent workflows

Agent-side control: Make fields read-only, auto-apply macros, or pre-fill values.
Dynamic workflows: Trigger task lists, update subjects/descriptions, or clear/reset fields automatically.
Complex conditions: Target rules by agent group/role and create advanced sequencing for how rules fire.

Why it shines: It takes conditionality beyond form simplification, adding automation and precision. For teams with complex processes or compliance needs, it ensures agents follow the exact workflow every time.

🤝 Choosing the right tool for the job

Zendesk Conditional Fields are great when you want to keep things simple, native, and customer-facing. They work especially well for guiding end-users through ticket forms and handling straightforward conditional requirements.

SweetHawk Field Rules come into play when you want to supercharge the agent experience—unlocking automation, flexibility, and deeper workflow control.

Together, they complement each other beautifully: Zendesk makes forms simple for customers, while SweetHawk gives agents the extra tools they need behind the scenes.

Peter Godden