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Using Conditional Logic in Approve Messages (Liquid Guide)

Peter

The SweetHawk Approve app lets you customise the message shown to approvers.
Using Liquid, you can show or hide parts of that message based on the values of ticket fields.

This helps you tailor approval requests so approvers only see information relevant to the specific type of request.

Finding Your Placeholders (Easiest Method)

Before writing any Liquid, grab your field placeholders using SweetHawk’s free Liquid Placeholders app:

This instantly displays:

  • ticket.ticket_field_<id> (field value/tag)

  • ticket.ticket_field_option_title_<id> (dropdown option title)

Copy/paste them straight into your Approve message — no need to search Zendesk Admin.

Basic Conditional Logic

To show text only when a field matches a specific value:

{% if ticket.ticket_field_option_title_12345678 == "Change" %}
Please review the following change details:

- <b>Change Type:</b> {{ticket.ticket_field_option_title_87654321}}

{% endif %}

Replace the numbers with your field placeholder IDs from the Liquid Placeholders app.

Using Tags Instead of Titles (More Reliable)

Dropdown tags are less likely to change than the displayed text.

{% if ticket.ticket_field_12345678 == "change" %}
This request has been marked as a <b>Change</b>.
{% endif %}

Additional Examples

Show a section only if a field has a value:

{% if ticket.ticket_field_55555555 %}
Additional notes: <b>{{ticket.ticket_field_55555555}}</b>
{% endif %}

Two separate conditions:

{% if ticket.ticket_field_12345678 == "change" %}
Change details required.
{% endif %}

{% if ticket.ticket_field_98765432 == "high" %}
High urgency — please prioritise.
{% endif %}

Important Notes

  • Approve supports Liquid, but not Markdown
    Use HTML for formatting (e.g., <b>bold</b>).

  • Stick to basic Liquid: if, elsif, else, and {{ }}.

  • Use dropdown tags for logic and option titles for display.

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