Zendesk Action Flows makes it easy to automate when work should happen. The new SweetHawk connector extends those workflows with powerful actions that automate what happens next, from applying task lists and starting approvals to launching journeys, creating calendar events, and managing timers.
Together, Zendesk Action Flows and SweetHawk let you automate complete business processes across multiple connected workflows, not just ticket updates.
No code. No APIs. Just drag, drop, and automate.
A real-world example: automating refund approvals
Imagine a customer submits a refund request.
Without automation, an agent has to verify the request, contact a manager, wait for a decision, follow up if they don't hear back, update the ticket, and notify the customer. It works, but it's slow, manual, and hard to track.
With Zendesk Action Flows and the SweetHawk connector, the process is automated across two connected Action Flows. The first starts the approval, while the second is automatically triggered when the approval is completed.
The result
As soon as the refund request is created, the first Action Flow automatically starts the approval process and notifies the manager.
Once the manager makes a decision, a second Action Flow is triggered automatically. Depending on the outcome, it either applies the refund checklist and starts a refund timer, or creates a review task and notifies the support agent if more information is needed.
Instead of chasing approvals through emails and follow-ups, every step is coordinated automatically, giving agents, managers, and customers complete visibility into the process.
Zendesk Action Flows decides when automation should happen. SweetHawk provides the workflow actions that automate what happens next.
30+ actions across your SweetHawk apps
The connector ships with more than 30 workflow actions, so an Action Flow can do far more than update a ticket. From a single flow you can apply and complete task lists, tick individual tasks off (see how), start and stop timers, kick off approvals, launch journeys, create calendar events, and even broadcast a message to your entire team, all without leaving Zendesk. Here are just a few of the workflows teams are building:
Whether you're onboarding new customers, managing approvals, coordinating projects, or standardising support processes, the SweetHawk Action Flows connector helps your team automate repetitive work and ensure every process runs consistently from start to finish.
Ready to give it a try?
Getting started takes just a few minutes.
- In Zendesk, go to Apps and integrations and open Action Flows.
- Create a new Action Flow.
- Add a SweetHawk action and choose from the available workflow actions to build your automation.
Already a customer and want the technical detail? There's a step-by-step setup guide in our help center.
Happier customers · Better visibility
Ready to automate your workflows?
The SweetHawk Action Flows connector is available now as part of the SweetHawk Suite, at no additional cost.
Get started with SweetHawkRelated Apps
Add tasks to tickets, break work into linked subtickets, and track progress as each task is completed.
Add approval requests to tickets with multi-step workflows, Slack and email approvals, dynamic approvers, and full audit trails.
The first structured journey experience built natively inside Zendesk. Make progress visible.
Down-to-the-second timers to track any period on a ticket, for SLAs, OLAs, workflows and deadlines.
Schedule and manage events directly from tickets with two-way sync to Google and Microsoft calendars.