Peter Godden
Articles
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Setting up approval flows: The basics.
This article will run through how to create an approval definition within the SweetHawk Approve app. What is an approval definition? An approval definition is a set of rules and configurations th...
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How does the Field Conditions app compare to the Change Manager app?
The Field Conditions app is a much more flexible and powerful app that the Change Manager app and it is recommended that it be used in preference to build out your change management flows as shown ...
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Setting up timers: The basics.
This article runs through how to setup a basic timer in the SweetHawk timers app. Questions answered in this article are: What is a timer definition? How do I create a timer definition? How do ...
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Timer schedules
A timer schedule within the SweetHawk Timers app for Zendesk allows you to set the times of day and the days that a timer will run. For example, you may want a timer that only runs between 9am - 5p...
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Swapping between timers in SweetHawk's Timers app
This article guides you on how to manage SLA times more effectively by creating swappable timers with SweetHawk's Timers App. This feature allows you to switch timers without restarting the count, ...
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Using Zendesk triggers to add CCs to a ticket
You might have noticed that Zendesk triggers do not have the functionality to simply specify a bunch of CCs that you want to see on a ticket 😞. But, don't despair because there is still a way to m...
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What are Zendesk Placeholders?
Zendesk placeholders, also known as Liquid placeholders or Liquid Markup, are special codes that can be used in Zendesk to dynamically insert data into macros, triggers, automations, and other area...
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How to use the Tasks app
The Tasks and Sub tickets app is one of many SweetHawk apps for Zendesk and is used by thousands of agents every day. Here you'll learn the basics of how the app can help you tackle use cases like ...
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Liquid Markup if statements for Zendesk
Liquid Markup is a powerful tool for customizing and manipulating data in Zendesk. See this article for a general overview of Zendesk placeholders / Liquid Markup. A common use of Liquid Markup is...
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How to create a follow-up timer & workflow
Using the Timers app, you can set timer definitions to perform various actions & workflows on tickets to cater for many use cases. One of those use cases is when you need to follow-up with a custom...