Zendesk apps for Government
Structured workflows for public sector teams — from citizen service requests to communications approvals.
Zendesk workflows built for public sector teams
Government agencies and municipalities need transparent, accountable, and compliant processes. SweetHawk apps extend Zendesk with structured checklists, multi-step approvals, and SLA tracking to keep every citizen interaction and internal workflow properly managed.
Communications & Public Engagement
Scenario: Departments (e.g., Parks & Rec, Public Safety) submit requests for press releases, announcements, website updates, or public alerts, and the Communications team drafts, reviews, approves, and distributes them.
Workflow with Zendesk + SweetHawk
- 1Tasks & Subtickets create a checklist for drafting, legal review, department review, and distribution.
- 2Approve routes the draft through the right approvers (legal, department head, comms lead) before anything is published.
- 3Timers track key deadlines so communications go out on time.
- 4Notify alerts the team when actions or approvals are overdue.
- 5Kanban shows all comms items by stage (Drafting → In Review → Approved → Published).
Public Service Request & Citizen Engagement
Scenario: Citizens submit service requests (e.g., road repair, permit inquiries, utilities) which must be triaged, assigned, and resolved by various municipal departments.
Workflow with Zendesk + SweetHawk
- 1Ticket created via citizen portal, social media, email, or phone.
- 2Tasks & Subtickets generates subtickets for relevant departments (Public Works, Utilities, Permits) — "Assess issue," "Assign crew," "Complete repair," "Notify citizen."
- 3Reminders ensure follow-up with citizens at key milestones (assignment, completion, feedback).
- 4Timers measure response & resolution times and enforce SLAs for municipal services.
- 5Approve may be used when requests require budget approval or council sign-off (e.g., large infrastructure requests).
- 6Broadcast alerts all relevant departments for major incidents (e.g., flooding, power outage) requiring coordinated action.
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.
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.
Set reminders on tickets that follow business schedules and trigger workflows to update tickets when they end.
How teams in your industry use SweetHawk
Real quotes from customers in your sector — running their operations on Zendesk + SweetHawk.
The integration of SweetHawk has taken Zendesk to the next level in terms of task management and automation. The ease of use and customization options have streamlined our efforts to improve customer support both internally and externally.
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.
