Perform ticket approvals the right way

Having already processed over a million ticket approvals, SweetHawk's next generation approval app allows customers to define even more powerful workflows to create the auditable, consistent outcomes they are after.

Features

• Approvers don't need to be agents in Zendesk

• Flexible approval workflows that are simple to set up

• Visual timelines to see exactly where an approvals is up to (and who is holding it up)

• Approvals can be initiated by agents or automatically via triggers

• Approvers can be anyone and do not need to be agents in Zendesk Support

• Approval emails and the approval portal can be custom branded

• Flexible approval types like multi-step approvals with escalation paths or reminders after set times

• Approvals can be configured to go to:

  • any users or groups

  • anyone on the ticket such as the requester, the assignee, followers, or even ones specified in ticket fields

  • to people specified in custom fields of related users or organizations on the ticket (eg someone's manager or an organization main contact)

  • it's even possible to follow custom fields of users specified in custom fields, enabling escalation flow that could include sending approvals to a person's manager, the manager's manager, the manager's manager's manager, you get the point :)

• Set approval thresholds to define the minimum number of approvers required until an approval is granted

• Specify the labels and colors of the 'approve', 'decline' and 'abstain' options

About SweetHawk

SweetHawk has been building apps for Zendesk since 2015. Their first app, Calendar, was installed by dozens of businesses within weeks of release which inspired them to create more apps like Tasks, Approve, Reminders and Notify, creating a Super Suite of apps all complimenting each other to address larger use cases such as ITSM change management, project management and HR process automation. Today, well over 100,000 agents use SweetHawk apps for Zendesk every day.