Creating an approval request

Raising an approval from a ticket, and the two habits that decide whether the approver can answer without asking you first.

Raising an approval from a ticket, and the two habits that decide whether the approver can answer without asking you first.

Create the request

1. Open the ticket.
2. Create an approval request from the ticket's options.
3. Name the approver.
4. Write what you are asking them to approve.
5. Send. They are notified.

Write the question so it can be answered

The approver is usually not reading the whole ticket. Give them what they need in the request itself.

• What is being asked for, concretely. An amount, an access level, a specific change.
• Why, in one sentence.
• What happens if they say no, so they know what they are choosing between.

An approval reading "please approve" gets a reply asking what for, which costs a day.

Set the ticket status

A ticket waiting on an approval is waiting on someone who is not the customer, so on-hold is the right status. Without that it sits in your open queue looking untouched, and colleagues chase it.

While you wait

Approvals can be viewed, shared and withdrawn. If circumstances change, withdraw it rather than leaving it open and dealing with the answer to a question that no longer applies.

See also

• Responding to an approval request as an agent
• Accessing, sharing and withdrawing approval requests
• The difference between pending and on-hold