ITSM change management in Zendesk using SweetHawk apps

Using SweetHawk apps you’re able to create seamless change flows in Zendesk. Our apps not provide solutions to many challenges you might come up against in Zendesk, they also come with a raft of other benefits: 

  • Consistency: The ability to enforce flow for all your change processes means that you can bank on consistent outcomes. 

  • Time savings: With the ability to automate many parts of your change flow, there is less manual work for agents.

  • Money savings: You might be thinking that since SweetHawk saves you time it saves you money. While this is true, you can also save actual money. Since SweetHawk approvers don’t need to be agents in Zendesk, there’s no need to pay for those extra agents.

  • Auditability: With in-ticket and in-app audit logs that track agent and approver actions, adhering to compliance frameworks becomes plain sailing.

  • Flexibility: SweetHawk has many apps to cater for many use cases. This allows you to handpick the apps you specifically need without clogging up your Zendesk with excessive or confusing functionality. 

  • Insights: Our super tight integrations mean that most things in SweetHawk are also stored on the Zendesk ticket. This allows you to slice and dice data as you see fit using Zendesk’s native reporting engine, Explore. 

The video below shows one example of an ITSM change management workflow in Zendesk of how you could build using Zendesk with SweetHawk apps, but the possibilities are endless...



Apps included in the above video are: 

Field Conditions App

  • Allows you to add the extra Ticket Type of Change (and any additional types like project) to be used as part of Zendesk native Type functionality.
  • Gives you the control to create whatever custom change ticket fields you need and then to show/hide them based on other field selections. 

Tasks App

  • Create sub-tickets that are linked to the main change ticket.
  • Copy any details from the originating ticket to the sub-tickets.
  • Manually or automatically add saved task lists to tickets.
  • Define details of sub-tickets to be automatically created at any point during a ticket's lifecycle.

Approve App

  • Require approvals to take place on specific types of tickets.
  • Send approvals either automatically via Zendesk triggers or manually by agents on a ticket.
  • Send multiple approval requests sequentially, in parallel and/or as group approvals.
  • Approval logs and auditability.
  • Unlimited approvers that do not need to be agents in Zendesk.

Calendar App

  • Plan when changes will be implemented.
  • Create an unlimited number of calendars for each department and/or Zendesk agents. For changes this means you could have a Change Proposals calendar, and once the change is approved, the event is moved to the Planned Changes calendar.
  • Syncs with Google Calendar and Office 365



Ok, so let's get into a little more detail about exactly how SweetHawk apps help each step along the way...




Incident and problem workflows in Zendesk are a well-trodden path. Zendesk’s awesome native functionality allows you to link any number of incidents to a problem. When a problem is marked as ‘solved’, any final comment is also sent to all unsolved incidents at the same time as automatically marking them as ‘solved’.

Where SweetHawk apps can help to facilitate change flow in Zendesk.

Where SweetHawk apps can help to facilitate change flow in Zendesk.



A ‘change’ might be considered as a missing ticket ‘type’ in Zendesk for ITSM purposes. As such, the Field Conditions app creates this type for you, to go alongside Zendesk’s native ticket types (Question, Incident, Problem & Task). But since changes are usually much more complex than the other 4 types, the app allows you to specify an unlimited number of ‘Change Types’ with the added ability to conditionally show a different set of Zendesk ticket fields for each of them. Each change type is also able to be linked to separate knowledge base articles so that ‘change models’ can be documented for each.


In a similar way that incidents are linked to problems, the SweetHawk Tasks App allows you to link ‘change’ tickets to problems or incidents. This allows agents to track the origin of a change request without the need to go searching.


Deciding on when a change should take place could mean you find yourself swivel-chairing between Zendesk and several company calendars. The Calendar App allows you to plan events right on the Zendesk ticket across multiple calendars and integrates with Google Calendar and Office365.


Once a problem ticket is waiting for a change ticket to be completed, it can automatically be set to a status of ‘on-hold’ until the change is completed, at which point, it can automatically be moved back to an ‘open’ status. The tagging functionality of the Tasks App allows you to perform actions like these in combination with Zendesk triggers.


Since Zendesk does not have an in-built approvals engine, the Approve App can provide keystone functionality for businesses that need to design and regiment transparent & watertight approval processes. It caters for multiple use cases entailing multi-step sequential or parallel approvals, conditional approvals, line manager approvals and group approvals where only a percentage of a team is required to give the nod before approval is considered officially ‘granted’.


You don’t need to be an agent in Zendesk to be an approver. All that is required is that approvers check their email, and click “Approve” or “Decline” on the data they’ve been sent. This simplicity is extremely well suited for those that have limited time and do not want to or know how to login to Zendesk.



In the same way that ‘change’ tickets can be linked to problems or incidents. The Tasks App also allows you to link implementation tickets to ‘change’ tickets.


When creating a work order, the Tasks App allows you to automatically copy all of the relevant data from the change ticket (including the calendar event details), without the need to manually copy and paste.

Review & wrap-up


The tagging functionality of the Tasks App allows you to automatically set the ‘change’ ticket to ‘open’ at the point the implementation ticket is marked as completed. Once the change manager is satisfied the implementation is complete, when they mark their ticket as done, the ‘problem’ ticket can automatically be re-opened for review before communicating back to the end-users about the newly created solution.

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