Change management, right in the Zendesk ticket

SweetHawk's Change Manager adds a fifth ticket type, Change, next to Question, Incident, Problem and Task. Pick Change, choose a change type such as Emergency, Normal or Standard, and the ticket shows exactly the fields that kind of change needs: reason for change, risk, implementation and backout plans, or whatever fields you choose. Every other change field stays out of the way.

Setup takes a minute: define your change types in the app, activate, and add the fields to your ticket forms with one click.

Features

• A real Change ticket type - agents pick Change from a Ticket type field that replaces the standard Type field, so change requests are easy to report on and route.
• Your own change types - Emergency and Normal to start with; add, rename or remove types, each with its own tag for triggers, views and reporting.
• The right fields for each change - choose which ticket fields each change type shows. Fields that do not apply stay hidden until they are needed.
• Suggested change fields - Configuration item, Impact, Risk, Identified risks, Outage required, Reasons for change, Resources required, Implementation plan, Backout plan, Required outcome, Workaround and Root cause. Pick the ones you want and the app creates them, only after you confirm.
• Link to your process - give each change type a documentation link, shown to agents on the ticket as soon as that change type is selected.
• One-click form setup - see which ticket forms are ready and add the Change Manager fields to any form, placed where the standard Type field was.
• Works with what you have - use any of your existing ticket fields on a change type, alongside the suggested ones.

Data and privacy

No personally identifiable data passes to SweetHawk servers. Anonymous usage data is collected for operational purposes. See our privacy policy for details.

Bundle pricing

Get all SweetHawk apps bundled in the SweetHawk Suite. Check out our pricing calculator to see how much value you can unlock with the Suite.

About us

Our Zendesk apps are used every day by over 500,000 Zendesk agents. Some of our most popular apps are:

• Tasks & Subtickets - task lists and subtickets within Zendesk tickets
• Approve - flexible, auditable approval processes for your Zendesk workflows
• Calendar - link calendar events with Zendesk tickets