ITSM Change Management for Zendesk
SweetHawk Powering Change Management in Zendesk
Change management is essential for ensuring smooth transitions and minimizing disruptions within any organization. While Zendesk is an incredibly powerful tool for customer and employee engagement, it doesn't inherently offer the in-depth features needed to create the change workflows many organizations require.
Introducing SweetHawk: Our custom suite of apps, exclusively designed for Zendesk, lets you tailor your change management processes to fit your organization's unique needs. With these tools, you'll not only save valuable time and money but also enjoy smoother transitions and better results. Whether you're just starting with Zendesk or aiming to enhance your ITSM workflows, SweetHawk provides powerful apps that boost efficiency and ensure success.
Using SweetHawk apps in Zendesk will save your organization both time and money. Here’s why…
An example showing how a change can flow in Zendesk, highlighting where SweetHawk apps can help.
A key part of enabling ITSM change management on a Zendesk ticket is adding and controlling the fields and data required throughout the entire process. Our Field Rules app makes this very easy to do by ensuring only the right fields are shown at the right times and all the necessary data is collected at each step of your workflow.
The Field Rules app:
Allows for an additional 'Change’ type, while retaining the native functionality of Zendesk’s other types like ‘Incident’ and ‘Problem’, which you can use for all ITSM processes.
Shows or hides fields depending on the type of change or other criteria that has been selected.
Locks down fields by making them read-only to ensure important data is not not changed during the change process.
Ensures all essential details are provided by making fields mandatory on create or update.
Since Zendesk does not have an in-built approvals engine, the Approve App provides this functionality by sending all project information to stakeholders via email. All responses including comments are stored on the Zendesk ticket which allows for a very clear and auditable process.
The Approve app:
Allows for unlimited approvers that don’t need to be agents in Zendesk. All they need is an email address.
Sends multi-step sequential or parallel approvals to cover every possible approval flow.
Automatically updates the ticket with all approval information and performs ticket actions at any event, such as adding a task list once an approval is granted.
Allows for flexibility on how many approvers are required for the change to be granted.
After creating a change management ticket, our Tasks app automatically generates a list of tasks, detailing the project's next steps. Additionally, sub-tickets can be assigned to each department involved, ensuring clear delegation of responsibilities.
The Tasks app:
Automatically adds task lists depending on which ITSM flow or project you need.
Provides consistent results due to enforced process and procedure.
Creates separate task lists per team or department for the same project using child or sub-tickets.
Updates the change ticket once tasks have been completed, such as emailing a stakeholder with task information or setting the ticket on-hold.
Links change tickets to existing problem/incidents within Zendesk.
Plan with Confidence
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.
The Calendar app:
Provides transparency to all teams and management on when a change will happen.
Syncs events to and from external calendars to show when slots are available.
Saves time by linking the change ticket to the calendar to find projects easily.
Is scalable with access to unlimited global and personal calendars.