Peter Godden

1. SweetHawk Apps for Zendesk
2. Reminders App
3. How to use the Reminders App

Hi Antoine ... just to add to Michael's comment there. You can find training on how to do stuff when a deadline hits (ie. the deadline_now tag is applied to the ticket) via the videos / instruction...

• View comment
• Created April 24, 2023 02:22
• 0 votes

1. SweetHawk Apps for Zendesk
2. Approve App
3. Recipe: Recording and reporting on the approval granted date in Explore.

Hi raphael thanks for the request. Yes an article like that is on our todo list. The general gist of how you could do that would be to have a custom dropdown field containing options like 'X Reques...

• View comment
• Created April 13, 2023 01:43
• 0 votes

1. SweetHawk Apps for Zendesk
2. Survey App
3. Building NPS Reports in EXPLORE with Survey App data

Hi Sarah, thanks for posting. Note that depending on the way that the report is being sliced will determine the month the data falls into. You can also click on an Explore report and select to "dec...

• View comment
• Created March 06, 2023 11:42
• 0 votes

1. SweetHawk Apps for Zendesk
2. Change Manager App
3. How to use the Change Manager app

Hi Harold, thanks for reaching out. Yes the Change Manager app is designed to hide the regular Type field and replace it with a "Ticket Type" field that gives you the extra Change type while retain...

• View comment
• Created February 23, 2023 06:40
• 0 votes

1. Zendesk Training
2. Tips for sweet Zendesk workflows
3. How to create a webhook to make any change to a ticket. (advanced)

Hi Kristian Tungland, glad everything is working as expected now and thanks for your question. It is true that there are risks when setting up webhooks so that tickets can update themselves. For ex...

• View comment
• Created February 01, 2023 03:23
• 0 votes

1. SweetHawk Apps for Zendesk
2. Survey App
3. Setting up and using the Survey App

Hi Sarah, yes you are able to change the wording of either question under the 'Translations' section of the admin screen. You can also translate the survey into any of the 47 languages you have tur...

• View comment
• Created January 27, 2023 01:10
• 0 votes

1. SweetHawk Apps for Zendesk
2. Timers app
3. Timers: Starting, ending and stopping

Hi Mario, currently you can not resume timers. Instead you are able to combine the data from the same timer that runs multiple times and feed it into a ticket field. We have an article on how to se...

• View comment
• Edited November 11, 2022 01:30
• 0 votes

1. Zendesk Training
2. Tips for sweet Zendesk workflows
3. Performing ticket actions based on who is CC'd

Hi Anees, Yes this article was due to be updated to cater for the new webhooks. I've made some tweaks to the article so that it is now relevant to webhooks. Note that in step 1 you'll now be follow...

• View comment
• Edited October 28, 2022 06:59
• 0 votes

1. SweetHawk Apps for Zendesk
2. Timers app
3. How to create a view to see tickets in order of when a timer is due to end.

Hi Daniel, there are many things that the Timers app can do that Zendesk’s native SLA functionality is not able to. This includes: Down to the minute actions of tickets. SLA’s (Timers) on private ...

• View comment
• Created October 28, 2022 06:31
• 0 votes

1. Zendesk Training
2. Tips for sweet Zendesk workflows
3. How to create a webhook to make any change to a ticket. (advanced)

Hi Kristian, Thanks for your message. Note that without seeing all of your settings it will not be possible for us to be able to troubleshoot this. If you send an email to support@sweethawk.com tha...

• View comment
• Created July 06, 2022 01:43
• 0 votes