Streamlining approvals: SweetHawk Approve vs Zendesk approvals

Approval processes are a key part of many support workflows—whether it’s approving refunds, discounts, hardware requests, or internal changes. Zendesk has started rolling out native Approvals, giving teams a simple way to capture and track sign-offs directly in tickets.

For many teams, this is a welcome addition. It brings approvals into Zendesk without the need for extra apps and keeps the experience simple and native.

But what if you need to run multi-step approvals, involve external stakeholders, or send reminders before deadlines are missed? That’s where the SweetHawk Approve app comes in—extending Zendesk approvals into a full workflow engine.

🎯 Feature Comparison

Here’s a breakdown of how Zendesk Approvals compares with SweetHawk Approve:

Feature SweetHawk Approve Zendesk Approvals
Multi-step approvals (series/parallel) ✅ Unlimited steps 🔮 Planned multi-step/group
Approver types (users, groups, managers) ✅ Flexible options 🟡 Basic only
External approvers (no agent license) ✅ Invitee doesn’t need license ➖ Agents only
Automatic approvals via triggers ✅ Start based on conditions 🔮 Planned
Approval tracking in ticket ✅ Timeline & status shown 🟡 Basic status
Audit log of decisions ✅ Recorded in ticket history 🟡 Limited
Escalations & reminders ✅ Custom reminders & rules 🔮 Planned
Block ticket solve until approved ✅ Enforce approval before solve 🟡 Workarounds only
Custom branding of approval emails ✅ Branded templates & dynamic content 🟡 Limited options
Slack / Teams integrations ✅ Approve via Slack/Teams ➖ Not supported
Multilingual support ✅ Multiple languages 🟡 Limited
Workflow builder (UI) ✅ Visual workflow builder ✅ Basic setup
Native to Zendesk ➖ App-based ✅ Native

✅ = Fully supported   |   🟡 = Partial   |   ➖ = Not available   |   🔮 = Planned / coming soon

📦 Ideal use cases: When to use what

Zendesk Approvals – Simple, native sign-offs

  • Internal approvals: Great for basic yes/no sign-offs from agents.

  • Native experience: Approvals appear directly inside tickets without setup.

  • Low overhead: Easy to roll out for straightforward workflows.

  • Roadmap growth: Zendesk is adding group approvals, multi-step flows, and reminders.

Why it shines: It’s built into Zendesk, requires no extra configuration, and gives teams a lightweight way to capture approvals where none existed before.

SweetHawk Approve – Advanced approval workflows

  • Multi-step and parallel approvals: Chain together complex workflows with unlimited steps.

  • External approvers: Involve managers, partners, or customers without needing Zendesk licenses.

  • Automation triggers: Start approvals automatically based on ticket conditions.

  • Escalations & reminders: Keep things moving with timed nudges and fallback rules.

  • Customization: Brand approval emails and integrate with Slack or Teams.

  • Audit & enforcement: Full timeline of approvals logged in the ticket, with the ability to block solve until approval is complete.

Why it shines: It transforms approvals from a basic ticket check into a structured workflow that fits real-world business processes.

🤝 Choosing the right tool for the job

Zendesk Approvals are the best fit when you want simple, native sign-offs without extra setup. They work well for internal approvals where a single decision is all that’s needed.

SweetHawk Approve is the right choice when your processes demand more flexibility—multi-step sign-offs, external approvers, escalations, and advanced automation.

Together, they give you the option to start simple with Zendesk’s built-in tools, and grow into richer workflows with SweetHawk Approve when your organization needs it.

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