Liquid AI Assistant — what does that even mean? It sounds like one of those features you kind of nod along to and pretend you get. But it's actually pretty straightforward.
If you're using SweetHawk with Zendesk, you've probably had moments where you wanted to get the right information into a ticket automatically, based on something that just happened in an app. Maybe an approval was completed. A task list phase was finished. A reminder fired. A survey came in. And you thought, "I just want this info written into a ticket field somewhere."
That's exactly what this is for.
What's changed
In the past, when setting up ticket updates in a SweetHawk app, it was hard to figure out the right placeholder to get the data you wanted on the ticket. And if the requirement was more advanced, you were suddenly dealing with Liquid if statements and for loops — which, let's be honest, is basically programming.
Now you don't have to do any of that.
What Liquid AI Assistant does
Instead of hunting for placeholders or writing Liquid, you just describe what you want to appear in the ticket. That's it. It generates the Liquid for you, you test it, and you're good to go.
Getting started
- Go to Settings in any SweetHawk app
- Head to the Global tab
- Enable AI features
- Refresh your browser
Once it's on, you'll start seeing the ✨ icon wherever it's available in admin parts of SweetHawk apps. When you see it, just click it and tell it what you want.
Example: approval history
Let's say you want to keep a running history of approvals on a ticket.
- Create a Zendesk ticket field called something like Approval history
- In your approval definition, scroll down to ticket updates
- Add an event for approval status changed
- Select your Approval history field
- Click the ✨ Liquid AI Assistant button and type something like: "Give me a history of who this approval was sent to and who approved it."
- Test it on a ticket, confirm it looks right, and save
Done.
Example: task tracking
Let's say you want to track task activity on a ticket, including who completed what and what's still left.
- Create a Zendesk field like Task list history
- In the Tasks app, go into your task list settings
- Add a ticket update for any task status changed
- Select your Task list history field
- Click the ✨ button and say: "List all tasks, who completed them, and which ones are still remaining."
- Test it, confirm it works, and save
Easy.
The main thing to know
This doesn't change how SweetHawk works. You're still setting up ticket updates the same way. It just removes the painful part of figuring out how to reference the data you need.
Give it a try. It's one of those things that clicks pretty quickly once you use it.