Approval processes are a key part of many support workflows—whether it’s approving refunds, discounts, hardware requests, or internal changes. Zendesk has started rolling out native Approvals, giving teams a simple way to capture and track sign-offs directly in tickets.
For many teams, this is a welcome addition. It brings approvals into Zendesk without the need for extra apps and keeps the experience simple and native.
But what if you need to run multi-step approvals, involve external stakeholders, or send reminders before deadlines are missed? That’s where the SweetHawk Approve app comes in—extending Zendesk approvals into a full workflow engine.
🎯 Feature Comparison
Here’s a breakdown of how Zendesk Approvals compares with SweetHawk Approve:
| Feature |
SweetHawk Approve |
Zendesk Approvals |
| Multi-step approvals (series/parallel) |
✅ Unlimited steps |
🔮 Planned multi-step/group |
| Approver types (users, groups, managers) |
✅ Flexible options |
🟡 Basic only |
| External approvers (no agent license) |
✅ Invitee doesn’t need license |
➖ Agents only |
| Automatic approvals via triggers |
✅ Start based on conditions |
🔮 Planned |
| Approval tracking in ticket |
✅ Timeline & status shown |
🟡 Basic status |
| Audit log of decisions |
✅ Recorded in ticket history |
🟡 Limited |
| Escalations & reminders |
✅ Custom reminders & rules |
🔮 Planned |
| Block ticket solve until approved |
✅ Enforce approval before solve |
🟡 Workarounds only |
| Custom branding of approval emails |
✅ Branded templates & dynamic content |
🟡 Limited options |
| Slack / Teams integrations |
✅ Approve via Slack/Teams |
➖ Not supported |
| Multilingual support |
✅ Multiple languages |
🟡 Limited |
| Workflow builder (UI) |
✅ Visual workflow builder |
✅ Basic setup |
| Native to Zendesk |
➖ App-based |
✅ Native |
✅ = Fully supported | 🟡 = Partial | ➖ = Not available | 🔮 = Planned / coming soon
📦 Ideal use cases: When to use what
Zendesk Approvals – Simple, native sign-offs
- Internal approvals: Great for basic yes/no sign-offs from agents.
- Native experience: Approvals appear directly inside tickets without setup.
- Low overhead: Easy to roll out for straightforward workflows.
- Roadmap growth: Zendesk is adding group approvals, multi-step flows, and reminders.
Why it shines: It’s built into Zendesk, requires no extra configuration, and gives teams a lightweight way to capture approvals where none existed before.
SweetHawk Approve – Advanced approval workflows
- Multi-step and parallel approvals: Chain together complex workflows with unlimited steps.
- External approvers: Involve managers, partners, or customers without needing Zendesk licenses.
- Automation triggers: Start approvals automatically based on ticket conditions.
- Escalations & reminders: Keep things moving with timed nudges and fallback rules.
- Customization: Brand approval emails and integrate with Slack or Teams.
- Audit & enforcement: Full timeline of approvals logged in the ticket, with the ability to block solve until approval is complete.
Why it shines: It transforms approvals from a basic ticket check into a structured workflow that fits real-world business processes.
🤝 Choosing the right tool for the job
Zendesk Approvals are the best fit when you want simple, native sign-offs without extra setup. They work well for internal approvals where a single decision is all that’s needed.
SweetHawk Approve is the right choice when your processes demand more flexibility—multi-step sign-offs, external approvers, escalations, and advanced automation.
Together, they give you the option to start simple with Zendesk’s built-in tools, and grow into richer workflows with SweetHawk Approve when your organization needs it.
