Zendesk apps for Education
Structured workflows for universities and schools — from admissions processing to student welfare case management.
Zendesk workflows built for education
Universities and schools handle diverse, high-volume requests across admissions, IT, and student welfare — all requiring structured processes, clear accountability, and timely follow-through. SweetHawk apps extend Zendesk to handle every stage with checklists, approvals, timers, and real-time visibility.
Student Enrollment & Admissions Processing
Scenario: A prospective student applies, and multiple departments must review documents, verify eligibility, and communicate decisions.
Workflow with Zendesk + SweetHawk
- 1Ticket created via online application portal or email submission.
- 2Tasks & Subtickets builds an admissions checklist: "Verify Documents," "Check Eligibility," "Request Missing Info," "Faculty Review."
- 3Approve collects academic or departmental approval before issuing an offer.
- 4Reminders ensure follow-ups on missing documents or applicant responses.
- 5Timers track processing times and enforce SLAs for each stage.
- 6Notify alerts staff when applications require urgent action (e.g., nearing cutoff dates).
- 7Kanban provides a visual board to monitor all applicants and their current stage.
IT Support for Students & Faculty
Scenario: Students or faculty submit IT issues (WiFi outages, LMS issues, hardware faults, etc.) that require rapid solutions.
Workflow with Zendesk + SweetHawk
- 1Ticket created via help centre, QR code, or student portal.
- 2Tasks & Subtickets generate troubleshooting steps ("Replicate Issue," "Check System Status," "Reset Account," etc.) and spin up subtickets for specialised teams (Networking, LMS, Device Support).
- 3Broadcast alerts all IT staff during campus-wide outages or critical system failures.
- 4Timers measure response and resolution times, and enforce workflow before SLAs/OLAs breach.
- 5Reminders ensure follow-ups for unresolved issues or device drop-offs.
- 6Notify pops up alerts for priority issues or SLA risks.
- 7Calendar schedules maintenance windows or student appointments.
Student Welfare Case Management
Scenario: A welfare concern is raised (mental health, academic difficulties, accessibility needs), requiring sensitive, multi-department collaboration.
Workflow with Zendesk + SweetHawk
- 1Ticket created via wellbeing portal, advisor referral, or automated alert.
- 2Tasks & Subtickets build a welfare plan checklist: "Initial Assessment," "Contact Student," "Arrange Counselling," "Coordinate Academic Support," "Follow-up Check-ins."
- 3Approve gathers sign-off from Student Support leadership when escalations or special accommodations are required.
- 4Reminders ensure scheduled check-ins are not missed.
- 5Notify highlights urgent changes (e.g., new risk notes, missed appointments).
- 6Timers track the timeliness of outreach and follow-up actions.
- 7Kanban provides a secure visual workflow to track each student's case status discreetly.
Apps used in these workflows
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.
Down-to-the-second timers to track any period on a ticket, for SLAs, OLAs, workflows and deadlines.
Set reminders on tickets that follow business schedules and trigger workflows to update tickets when they end.
Send real-time notifications to agents or groups with custom messages triggered by ticket updates or workflow events.
Visualize tickets on Kanban boards, move cards between workflow stages, and update tickets instantly.
Display targeted popups or urgent interrupting alerts in the Agent Workspace, with full read and dismiss tracking.
Schedule and manage events directly from tickets with two-way sync to Google and Microsoft calendars.
How teams in your industry use SweetHawk
Real quotes from customers in your sector — running their operations on Zendesk + SweetHawk.
What you get from SweetHawk completely changes what Zendesk can do for you.
Every time we've needed to extend the functionality of Zendesk, SweetHawk apps have been there.
The SweetHawk integration was very straightforward and allowed a high level of customization. We now have the power to determine what apps are needed for each specific group within MongoDB.
