Make progress visible
The first structured journey experience built natively inside Zendesk. Tickets track issues. Journeys show progress.
Roll out the red carpet
Turn structured Zendesk workflows into clear, branded, mobile-friendly experiences for customers, employees, and the people your teams support.
Visualize processes and workflows
Some things are more than just conversations. Give the stakeholder insight into what's happening.
Designed by admins.
Controlled by agents.
Experienced by customers.
AI Journey Builder
Design complete journey experiences in minutes, not hours.
Describe your workflow in plain language and let AI do the work.
All integrated directly into Zendesk.
Natural Language Design
Describe your process in plain English. The AI interprets your workflow and generates a structured journey with phases, actions, and interactive cards.
Smart Phase Detection
AI analyzes your existing ticket data and workflows to suggest optimal journey phases, identifying bottlenecks and common paths automatically.
Auto-Generated Messaging
Customer-facing descriptions, status updates, and milestone notifications, written by AI, refined by you. Consistent tone, every journey.
From description to journey in seconds
Tell the AI what your workflow looks like and it builds the journey structure for you. Review, adjust, and publish, all without leaving Zendesk.
- 1 Describe your workflow or paste an existing process document
- 2 AI generates phases, cards, and customer messaging, and Zendesk Actions
- 3 Review and fine-tune in the visual journey editor
- 4 Publish and start tracking progress immediately
Generated Journey
From reactive tickets to structured service
Journeys is modular by design and adapts to any structured process or workflow type.
Journeys enables phased experiences for, but not limited to:
- • Employee onboarding
- • Customer implementations
- • IT provisioning
- • Compliance programs
- • Regulated workflows
If work moves through stages, Journeys makes it visible.
With SweetHawk, we can now tie into the complete employee experience. Agents can now provide feedback in terms of the workflow and team leaders can analyze that data and create actionable items for the upcoming quarter.
It's about consistency of delivery, quality control, and making sure our customers get the service we promise them.
What you get from SweetHawk completely changes what Zendesk can do for you.
Zendesk + Journeys app v Freshdesk Journeys
A side by side view of how each platform handles the work behind a journey.
| Capability | Freshdesk Journeys | Zendesk + SweetHawk Journeys |
|---|---|---|
| End to end customer journey orchestration | ||
| Explicit phase based journey model | ||
| Customer facing progression view | ||
| Journey centric UI with phases | ||
| Mobile first customer experience | ||
| Branded experience for customers | ||
| Proactive outreach (email, SMS, WhatsApp) | ||
| Visual no code journey builder | ||
| Conditional branching and time delays | ||
| Behavioral and event based triggers | ||
| Webhooks and third party integrations | ||
| Multi phase, multi actor orchestration | ||
| Cross team coordination by phase | ||
| Native approvals and governance workflows | ||
| Unified journey + ticket context | ||
| Shareable across teams, departments, and stakeholders | ||
| Built for enterprise CX complexity | ||
| Built in AI assistance | ||
| Journey level progression analytics | ||
| Built natively inside Zendesk |