The message option is where you define what is being approved (ie. the content of the approval). This will provide the approver with more context on what they are approving for the agent.

To add a custom message to the SweetHawk Approve app, you can follow the steps below. We've also provided an example template that you can use. 😎

1. Navigate to the SweetHawk Approve app inside your Zendesk > Approval Definitions > Open the approval definition. 
   • 👉💡Hint: It's located on the left-hand sidebar of the Zendesk window. 
2. You can add your custom message inside the Message text box
3. Click the blue OK button to save the changes/updates you've made to the approval definition.

By following these steps, you will be able to add a custom message to any of the approvals that are sent out via the Sweethawk Approve app from your Zendesk. 

Below is an example of a custom message for an IT Change Request. 

Hi Amie,

A new approval is required for an IT Change Request #{{ticket.id}}

<b>Ticket Details:</b>

<b>Subject:</b> {{ticket.subject}}
<b>Priority:</b> {{ticket.priority}}
<b>Business Impact Level:</b> {{ticket.ticket_field_option_title_8414159092239}}
<b>Environment:</b> {{ticket.ticket_field_option_title_8414196198031}}
<b>Environment - Other:</b> {{ticket.ticket_field_8414197368079}}
<b>Urgency:</b> {{ticket.ticket_field_option_title_8414200655887}}
<b>Change Type:</b> {{ticket.ticket_field_option_title_8414249813647}}
<b>Risk:</b> {{ticket.ticket_field_option_title_8414391492111}}
<b>Technical Description of Change:</b> {{ticket.ticket_field_8414360964239}}
<b>Implementation Steps:</b> {{ticket.ticket_field_8414428644751}}
<b>Backout Procedure:</b> {{ticket.ticket_field_8414384877967}}
<b>Change Start Date:</b> {{ticket.ticket_field_8414385163919 | date: "%e %b %Y"}}
<b>Change End Date:</b> {{ticket.ticket_field_8414429717391 | date: "%e %b %Y"}}
<b>Documentation Update Required?:</b> {{ticket.ticket_field_option_title_8414432691599}}
<b>Monitoring During Change:</b> {{ticket.ticket_field_option_title_8414487908367}}

<b>Ticket Description:</b>

{{ticket.comments_formatted}}

<b>Comments from agent requesting approval: </b>

Below is an example of what this message looks like when the approver receives the approval request via email. 

🔥 Hot tips: 

1. Reference data:
   • Use the + plus icon at the top right of the message field to reference data held in any Zendesk ticket field. This will automatically add the field name along with its relevant placeholder into the message window for you.
2. Message formatting: 
   • You can utilize HTML to format the way the message looks to the approver inside the approval email. 

For more info on how to configure the Approve app please visit the SweetHawk Help Center here for guidance: SweetHawk Help Centre - Approve App