Turning on manual approval requests

Approvals are off by default. Switching them on takes a moment; deciding who may approve what takes longer.

Approvals are off by default. Switching them on takes a moment; deciding who may approve what takes longer.

Turn them on

1. Open Admin Center, then Workspaces, then Approval requests.
2. Activate manually created approval requests.
3. Save.

Agents can now create an approval request from a ticket. Nothing is required of them, and nothing changes on tickets that do not use it.

Decide the rules before you announce it

The feature does not enforce who may approve what. That is a decision you make and then communicate, and getting it written down is worth more than the configuration.

• Which situations need an approval, and above which threshold.
• Who approves each kind. Named people or a role, not "a manager".
• What happens when the approver is away. The most common reason an approval workflow stalls.
• How long is too long, and what the agent does then.

Approvers need access

Somebody asked to approve has to be able to see the ticket. For colleagues outside support that usually means a light agent seat, which is free on the plans that offer it. Worth sorting before you send them their first request.

See also

• Creating an approval request
• Light agents: what they can and cannot do
• What approvals are and how they work