Introducing Actions: the SweetHawk suite, now connected

For years, SweetHawk apps have each done their job beautifully inside Zendesk. Approvals run approvals. Tasks run tasks. Surveys capture feedback. Calendar schedules events. All solid on their own.

But real workflows don't sit neatly inside one app. An approval finishing usually means a task should start. A low survey score usually means someone should be alerted. A timer expiring usually means the ticket needs to move somewhere visible.

Today we're releasing Actions, and with it the Events & Actions framework that lets every SweetHawk app trigger work in every other SweetHawk app. No code. No webhooks. No middleware in the middle.

How it works

Every app emits events when something meaningful happens. An approval is granted. A task list is completed. A survey score comes back. A timer expires. A calendar event ends.

Every app also exposes actions it can run. Apply a task list. Start an approval chain. Move a ticket on a kanban board. Broadcast an alert. Start a journey. Schedule a follow-up.

Connect any event to any action, and your workflow runs itself.

A few real combinations

• When an approval is granted, apply the next-phase task list.
• When a timer expires, broadcast an urgent alert to the on-call group.
• When a low survey score comes back, start a customer-save journey.
• When a task list is completed, launch the sign-off approval chain.
• When a scheduled event ends, move the ticket to the "completed" column on a kanban board.
• When a reminder becomes due, schedule a calendar event for the follow-up.

See all possibilities on the Events & Actions page.

Why customers already love the suite approach

Customers running multiple SweetHawk apps have been telling us for years that the real value shows up when the apps stop being separate tools and start being one system.

"I can't imagine us being able to operate as effectively without SweetHawk apps. Many of the apps are ingrained in the workflows which not only help us achieve greater efficiency but also allow us to comply with security standards and regulations."

Grant Foster, Internal Applications Specialist, Xero

"The whole workflow is created around all of your apps, be it a future ticket or recurring. It's all generating task lists that tell the agent what they need to do once those tickets are applied."

Melanie Hobman, Managed Service Delivery Manager, Star21

"With recurring tickets, with calendar app, with tasks app, we're also finding that we're not missing items anymore. So that's huge, because in the IT industry if one thing is missed it's going to create a massive amount of work afterwards."

Jim Collins, Manager of Technical Support, Flagship Credit Acceptance

Actions is the piece that takes "apps working alongside each other" and turns it into "apps running the workflow together." The glue is now built in.

Getting started

Events & Actions is live across the suite for all existing customers. Open any app's settings, look for the new Events and Actions options, and start wiring things up.

The fastest way to see what's possible is to watch the live demo, then explore the full catalogue on the Events & Actions page.

If you've only ever used one or two SweetHawk apps, this is a very good week to look at the rest of the suite. That's where the compounding kicks in.