SweetHawk Apps for Zendesk

General

• ★ ITSM in Zendesk using SweetHawk apps
• ★ Server status
• ★ Zendesk Apps: Technical Information
• ★ Controlling tickets with tags added by SweetHawk apps
• How does SweetHawk app access work?
• Opting out of selling, releasing, disclosing or transferring of your personal information to third parties

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Billing

• ★ Billing FAQs
• ★ Restricting access to a Zendesk app
• Getting to know your billing portal
• How does billing & invoicing for apps work?
• Can I pay for my SweetHawk apps annually and/or by invoice?
• Cancelling billing for a Zendesk app

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App Changes

• February 23, 2021 Tasks & Ticket Templates
• February 18, 2021 Approvals - Show/hide/require approvals based on multi-select field selections.
• January 28, 2021 Tasks - New placeholder functionality
• December 12, 2020 Notify changes
• December 9, 2020 New features & bug fixes across Recurring tickets, Future Tickets, Deadline, Reminders and Calendar
• October 22, 2020 Notify: New sound for notifications

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Approvals App

• ★ How to use the Approvals app
• ★ Setting up approval flows (sequential, parallel/group, complex)
• Mapping the latest approver to a custom text field
• Changing the email sender domain of your approvals emails
• Defining when approvals are visible on a ticket
• Approval Groups

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Calendar App

• ★ How to use the Calendar app
• Reporting recipes for Calendar in Zendesk Explore
• Server Side REST API authorization: which APIs are used by the Calendar app
• Zendesk workflow based on external calendar actions
• Personal Calendars
• Google and Office 365 calendar two way syncing

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Tasks App

• ★ How to use the Tasks app
• Reporting recipes for Tasks in Zendesk Explore
• Server Side REST API authorization: which APIs are used by the Tasks app
• Ticket templates for automatic ticket creation
• Adding multiple task lists in a particular order
• Grouping task lists

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Change Manager App

• How to use the Change Manager app

Notify App

• ★ How to use the Notify App
• Chrome Notifications (Beta)

Timers App

• How to use the Timers app

Reminders App

• ★ How to use the Reminders App
• Installing the Reminders App

Deadline App

• ★ How to use the Deadline App
• Reporting on Deadlines in Zendesk Explore
• Server Side REST API authorization: which APIs are used by the Deadline app
• Automatically adding deadlines to tickets (advanced)
• Controlling workflows in Deadline
• Creating a view for your tickets with a deadline in the future

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Survey App

• ★ Setting up and using the Survey App
• Server Side REST API authorization: which APIs are used by the Survey app
• Excluding specific tickets, users, or organisations from being sent surveys
• Building NPS Reports in EXPLORE with Survey App data
• Survey response rate
• What data is stored and for how long?

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Brand Manager App

• Installing the Brand Manager app
• Using the Brand Manager app
• Limitations of Zendesk and the Brand Manager app

Due Time App

• ★ How to use the Due Time App
• Server Side REST API authorization: which APIs are used by the Due Time app
• How to create a view for your tickets with due times
• How to set triggers on your due time
• Installing the Due Time App

Undo App

• How to use the Undo App

RightGIF App

• Installing the RightGIF App

Troubleshooting

• Re-enabling Zendesk triggers
• Re-enabling Zendesk targets
• Why aren't my apps working as they should?
• Why can't I see my SweetHawk app(s)?

Zendesk Training

Zendesk Support

• ★ App-venture Workshop 2020: Pre-recorded sessions
• Anatomy of a ticket

Tips for sweet Zendesk workflows

• Using Zendesk triggers to add CCs to a ticket
• Performing ticket actions based on who is CC'd
• 8 tips to impact the way you use Zendesk
• Create your own Zendesk popup notifications with SweetHawk apps
• Creating recurring tickets in Zendesk