Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Agent |
An approval request asks a named person to say yes or no inside a ticket, and records the answer where anyone can find it.
What it replaces
Before approvals existed, sign-off happened in email or in a chat message, and the ticket carried a note saying "manager agreed". Six weeks later nobody could show who agreed, when, or to what.
An approval is a structured request attached to the ticket: who was asked, what they were asked, what they answered and when.
How it works
- An agent creates an approval request on a ticket and names the approver.
- The approver is notified.
- They approve or reject, with a comment.
- The outcome is recorded on the ticket.
Business rules can act on the outcome, which is what makes it a workflow rather than a form. A trigger can move the ticket on when it is approved, and back to the agent when it is not.
Where it earns its place
- Refunds and credits above a threshold.
- Access requests in an internal IT desk, where a manager has to agree.
- Anything with a cost that a support agent cannot authorise alone.
- Changes with a risk attached, where somebody senior should look first.
Where it is too heavy
Approvals add a step and a waiting period. Applied to routine work they turn a five-minute answer into a two-day one, and people start working around them. Use them where the sign-off genuinely matters and someone would ask for evidence later.
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