Choosing between Zendesk side conversations & SweetHawk’s Tasks & Subtickets app

Jul 3

When it comes to managing complex workflows in Zendesk, both the native Side Conversation Child Tickets and the SweetHawk Tasks & Subtickets app bring powerful capabilities to the table. Each is tailored to suit specific team needs and operational styles.

At SweetHawk, we’re focused on extending the capabilities of Zendesk in ways that support more specialized workflows. The comparison below is to help you identifying which solution is best suited to the task at hand. Below, we explore how each option serves different needs, and where the Tasks & Subtickets app can offer deeper functionality for teams managing complex task structures and process automation.

🎯 Key Functional Differences

  
        Feature
        SweetHawk Tasks & Subtickets
        Zendesk Side Conversations
      
        Manage separate conversations with multiple requesters, all linked to a single central ticket.
        ✅
        ✅
      
        Involve internal teams in a related workflow
        ✅
        ✅
      
        Ability to assign subtickets to a Zendesk group
        ✅
        ✅
      
        Ability to assign subtickets to specific agents
        ✅
        ❌
      
        Auto-create subtickets via Zendesk triggers
        ✅
        ❌
      
        Use different form/fields on subtickets
        ✅
        ❌
      
        Copy specific fields to the subticket
        ✅
        ❌
      
        Pass parent attachments to the subticket
        ✅
        ❌
      
        Light agents can create subtickets
        ✅
        ❌
      
        Show child ticket status at a glance
        ✅
        🟡 (requires click)
      
        Set custom requester on child ticket
        ✅
        🟡 (defaults to creator)
      
        Auto-update parent from child
        🟡 (requires webhook)
        ❌
      
        Create subtickets/side conversations in Slack
        ❌
        ✅
      
        Native to Zendesk
        ❌
        ✅

📦 Ideal use cases: When to use what

Zendesk side conversation child tickets – Great for ad-hoc communication-centric tasks

Cross-department collaboration: Seamlessly loop in other departments (like engineering or billing) right from the ticket.
Vendor/partner outreach: Reach out externally without disrupting the primary support flow.
Parallel problem-solving: Manage multiple threads inside one support ticket.

Why it shines: It’s native to Zendesk, requiring no extra installations, and it simplifies back-and-forth communication—especially when no additional automation or reporting is needed.

SweetHawk Tasks & Subtickets – Built for task & process management

Project-style ticket management: Break complex tickets into clearly assigned task subtickets with separate ownership, deadlines, and forms.
Trigger-based automation: Auto-generate subtickets when specific criteria are met, saving time and reducing oversight.
Granular reporting: Because the app applies custom tags and ticket changes based on task activity, teams can build sophisticated analytics reports as required.

Why it shines: It transforms Zendesk into a flexible task & subticket management system, complete with automation and the flexibility to create custom workflows.

🤝 Choosing the right tool for the job

Zendesk Side Conversations are great for quick, informal communication—ideal when you just need to ask a question or loop someone in. But when it comes to structured, trackable, and automatable task management, the SweetHawk Tasks & Subtickets app is built specifically for the job.

While the two features can be used alongside each other, they serve different purposes. If your goal is to track responsibilities, set clear ownership, and automate workflows across teams, using the Tasks & Subtickets app helps avoid the ambiguity and fragmentation that can sometimes arise with Side Conversations.

Ultimately, it's about choosing the right tool for the outcome you need. The SweetHawk app offers a purpose-built solution that brings precision, clarity, and scale to Zendesk workflows.

If you're curious how Tasks & Subtickets could streamline your team's process, reach out—we’re always happy to help.

VIEW DEMO >