Zendesk apps for Travel & Hospitality
Structured workflows for airlines and hospitality teams — from pre-flight safety checks to lost baggage recovery.
Zendesk workflows built for travel & hospitality
Airlines and hospitality companies operate in fast-paced, safety-critical environments where every step matters. SweetHawk apps extend Zendesk with structured checklists, compliance approvals, real-time alerts, and SLA tracking to keep operations safe, on-time, and passenger-focused.
Airline Pre-Flight Walk-Around & Safety Checks
Scenario: Before every flight, ground crew and flight crew must complete a structured safety inspection to confirm the aircraft is ready for departure.
Workflow with Zendesk + SweetHawk
- 1Ticket created automatically when an aircraft arrives at the gate for turnaround.
- 2Tasks & Subtickets generate a pre-flight checklist ("Exterior Walk-Around," "Fluid Levels," "Door & Hatch Checks," "Cabin Cleanliness," "Emergency Equipment," "Catering Verified"), with subtickets for Ground Ops, Cabin Crew, and Maintenance.
- 3Approve requires Maintenance Control sign-off before the aircraft can return to service.
- 4Calendar schedules follow-up inspections or required maintenance slots.
- 5Timers track turnaround SLAs to ensure departure readiness within tight time windows.
- 6Kanban displays all aircraft currently in turnaround and their readiness state.
Lost Baggage Tracking & Recovery Workflow
Scenario: A passenger reports lost, delayed, or mishandled baggage — requiring coordination between airport operations, baggage services, partner airlines, and courier teams.
Workflow with Zendesk + SweetHawk
- 1Ticket created from airport desk, app, or QR code.
- 2Tasks & Subtickets build the lost-baggage workflow ("Verify Bag Tag," "Search Holding Area," "Check Interline Transfers," "Arrange Delivery"), with subtickets to Ops or Partner Airline teams.
- 3Broadcast allows agents to send urgent internal updates (e.g., "High-priority case," "Critical passenger needs medication from bag," "Bulk misrouting detected") to selected staff or all baggage agents — plus track who has seen it.
- 4Timers enforce response windows for initial search and follow-up updates.
- 5Reminders help agents manually set their own timelines to ensure ongoing communication with the passenger until recovery.
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.
Reminders and Notify solved our notification and follow-up problems, huge win for our agents.
Armed with the Zendesk platform and SweetHawk apps, Events DC saw an upswing in agent efficiency and customer satisfaction. The team has also streamlined its internal processes.
What you get from SweetHawk completely changes what Zendesk can do for you.
