Customer forms that update Zendesk ticket fields
Send a customer a short, branded form at any point in a ticket. Their answers write straight onto the ticket fields.
Zendesk forms work at ticket creation. Forms works at every step after.
Need a serial number, an address or a photo halfway through a ticket? Send the customer a secure link. They fill in just those fields, no login. The answers land on the ticket, ready for your views, triggers and reports.
- Ask at any stage of the ticket, not just when it's created.
- Request the exact fields you need, from the sidebar.
- Secure, tokenised links, unique to each ticket.
- Send manually or from a trigger.
- Answers write back to real ticket fields, ready for views, triggers, and Explore.
- Branded page, only your fields, no login.
Request, fill, done
Request
Pick the fields in the sidebar, or let a trigger do it. A link drops into your reply.
Fill
The customer fills in a branded page with just those fields. No login.
Done
Answers write straight onto the ticket. Nothing to re-type.
Everything in Forms
Manual or trigger delivery
Send from the sidebar, or fire automatically from a Zendesk trigger.
Reusable templates
Save the field sets you ask for again and again.
Your branding
Logo, colours, and your own domain on every form.
Field permissions
Agents request customer-visible fields by default. Admins can allow any field in settings.
Validation and expiry
Require the fields that matter, and set links to expire.
Responses and audit
Every request and answer, with agent and timestamps.
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.
