Make progress visible

Some things are not just tickets. They are journeys.

SweetHawk's Journeys app turns structured Zendesk workflows into clear, branded, mobile-friendly progress experiences for the customers and employees on the other side of the work. Onboarding, approvals, service activation, applications, complex internal requests: anything that unfolds across phases, teams, and time.

Instead of digging through ticket threads or sending yet another status request, the person waiting on the outcome gets a guided view of where they are, what is complete, what is happening now, and what comes next.

Journeys runs natively inside Zendesk, so your agents keep the workspace they already know. The people you serve get a polished, on-brand experience that reflects the real work happening on their behalf.

Features

• Visual journey builder - design structured, multi-step journeys with phases, cards, and dynamic paths.
• AI Journey Builder - describe the experience you want in plain English and Journeys produces a first draft for you.
• Branded, mobile-friendly experience - your logo, your colours, your domain, on every device.
• Real-time progress tracking - completed steps, current status, and next actions in one calm view.
• Phase visibility controls - mix internal-only stages with customer-facing stages in the same journey.
• Reusable templates - codify repeatable service processes once and roll them out everywhere.
• Rich card types - Information, Form, Article, Checklist, Video or Embed, Meeting, Custom HTML, and Custom Objects.
• Works with the SweetHawk Suite - Tasks, Approve, Calendar, Notify, Timers and other Suite apps move journeys forward automatically.
• Native Zendesk integration - no separate platform to roll out, no data migration, no second login.

Use cases

Journeys shines whenever a request has phases, dependencies, approvals, or someone waiting to know what happens next.

• Employee onboarding - guide new hires through offer acceptance, setup, compliance, first-day tasks, and check-ins.
• Employee offboarding - coordinate access removal, equipment return, payroll, and exit processes across teams.
• Customer onboarding - show customers the progress of setup, configuration, training, validation, and launch.
• Loan or application approval - track document collection, review, verification, approvals, and final outcomes.
• Service activation - guide customers through activation steps, dependencies, scheduling, and completion.
• Complex internal requests - support requests that move across IT, HR, finance, legal, or operations.
• Multi-step approvals - show approval stages, pending actions, completed reviews, and next steps.
• Government and education services - track applications, resident requests, student services, and case steps.

How it works

Journeys are structured into phases, each containing cards that represent steps, actions, or content. Phases define the flow. Cards define what the person sees, does, reads, submits, joins, or completes at each step.

Agents manage phases and activate cards from inside the Zendesk agent workspace. Customers and employees follow along through a branded, mobile-friendly progress view on your domain. Every move forward in Zendesk is reflected in the journey, in real time.

Outcomes

• Faster completion of structured processes.

• Fewer status requests and follow-up tickets.

• Improved customer and employee satisfaction.

• Clearer handoffs across teams and systems.

• A more modern service experience, without moving teams off Zendesk.

Exclusive to the SweetHawk Suite

Journeys is exclusive to the SweetHawk Suite. Existing Suite customers get Journeys included in their subscription, at no extra cost. One subscription gets you Journeys plus every other SweetHawk app for Zendesk.

Bundle pricing

When you're ready to fully implement processes and workflow automation across your business, you can get all SweetHawk apps bundled in the SweetHawk Suite app. Check out our pricing calculator and see the how much value you can unlock with the Suite.

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About us

Our Zendesk apps are used every day by over 500,000 Zendesk agents. These apps simplify and solve common and complex challenges, such as ITSM change management, Employee Service, and project management. Some of our most popular apps are:

• Tasks & Subtickets - automatically create task lists within Zendesk tickets or create subtickets to assign responsibilities out across multiple agents or teams
• Approve - create flexible and auditable approval processes for your Zendesk workflows (even if your approvers aren’t Zendesk users!)
• Calendar - link calendar events with Zendesk tickets to make your planning process simpler
• Recurring Tickets - set up repeating workflows (like renewals or security audits) once, then Zendesk will create tickets to manage those processes at any intervals you’d like.
• Multilingual Agent Experience — Supported languages: 🇧🇷🇵🇹 Portuguese, 🇩🇪 German, 🇳🇱 Dutch, 🇪🇸 Spanish, and 🇯🇵 Japanese.