App events and actions
Automate any kind of workflow on Zendesk tickets. Connect other apps in our suite.
It's all coming together
SweetHawk apps can be configured so that specific events that occur can triggers actions in another app, such as:
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WHENan approval is grantedDOapply the next-phase task list
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WHENa timer expiresDObroadcast an urgent alert to the on-call group
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WHENa low survey score comes backDOstart a customer-save journey
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WHENa task list is completedDOstart the sign-off approval chain
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WHENa scheduled event endsDOmove the ticket to "completed" column on a kanban board
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WHENa reminder becomes dueDOschedule a calendar event for the follow-up
Connect anything to anything
Every event on the left can drive any action on the right. Click an app to see what it emits or receives.
WHEN...
Events
Ticket changes
any trigger
Any Zendesk trigger or automation fires
- Ticket created or updated
- Any additional Zendesk trigger condition
Tasks & Subtickets
show all 16 events
Task list is completed, subticket is completed
- Task completed
- Task uncompleted
- Tasks completed (all on ticket)
- Tasks uncompleted
- Task created
- Task deleted
- Task list completed
- Task list uncompleted
- Task list created
- Task list deleted
- Phased list completed
- Phased list uncompleted
- Phased list added
- Phased list deleted
- Status changed
- Task any change
Approve
show all 12 events
Approval is granted, approval is denied
- Approval started
- Approval step started
- Approval granted
- Approval denied
- Approval timeout
- Approval canceled
- Approval request deleted
- Approval status changed
- Approver response
- Approver response: proceed
- Approver response: cancel
- Approver response: abstain
Calendar
show all 5 events
Calendar events started or ended
- Event created
- Event updated
- Event deleted
- Event started
- Event ended
Timers
show all 5 events
Timer stopped or expired
- Timer started
- Timer paused
- Timer resumed
- Timer stopped
- Timer ended (expired)
Journeys
show all 6 events
Journey or phase completed
- Journey started
- Journey completed
- Phase started
- Phase completed
- Card started
- Card completed
Reminders
show all 7 events
Reminders become due or marked as completed
- Reminder created
- Reminder changed
- Reminder deleted
- Reminder due (uncompleted time hits)
- Reminder marked completed
- Reminder marked uncompleted
- Reminder ended
DO...
Actions
Update Ticket
any field
Update the originating Zendesk ticket
- Status, priority, type, assignee, group
- Requester, submitter, organization, recipient
- Comments (public or internal, with chosen author)
- Tags (add/remove)
- Followers and email CCs (can pull from custom user fields)
- Every custom ticket field (dropdowns by option title)
- Due date, ticket form, brand, subject
Tasks & Subtickets
6 actions
Apply lists, create or complete tasks and phases
- Apply task list
- Apply phased task list
- Create task
- Complete task
- Complete task from task list
- Complete phase
Approve
show all 2 actions
Start a predefined approval request
- Start approval request
- Make approval request required
Timers
show all 4 actions
Start and stop predefined timers
- Start timer
- Stop timer
- Pause timer
- Resume timer
Journeys
show all 4 actions
Start or complete journeys and phases
- Start journey
- Complete journey
- Start phase
- Complete phase
Broadcast
1 action
Send a targeted message to agents
- Send message (title, body, priority)
Zendesk ticket: the life cycle
An example of how an inbound ticket drives a chain of work across the SweetHawk suite of apps.
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1.A refund request landsA ticket tagged
refundwith amount over $500 is created. Field Rules spots the match and fires two actions. -
2.Tasks applies a checklist, Approve starts the chainThe "Refund review" task list attaches to the ticket. In parallel, Approve launches a two-step chain (team lead → finance director). Timers starts a 24h decision clock.
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3.Kanban shows the board statusThe approval-started event places the ticket on the "Awaiting approval" column of the refunds board. Managers see at a glance how many approvals are in-flight.
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4.Approval granted — the cascadeFinance director approves from Slack. The approval-granted event fires: Timers stops the clock, Kanban moves the card to "Approved", Tasks marks the "Waiting for approval" task complete, and Calendar schedules a customer callback.
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5.Customer callback, survey, doneAfter the callback, Calendar's event-ended fires a post-refund Survey. When it returns, a low score triggers a retention Journey and a Broadcast to the account manager. A high score tags the ticket as a saved relationship.