Plan requirement
| Subscription | Suite Professional or higher, Employee Service Suite Growth or higher |
| Access | Agent |
Raising an approval from a ticket, and the two habits that decide whether the approver can answer without asking you first.
Create the request
- Open the ticket and click the Approval request icon in the context panel.
- Click Create approval request.
- In the Approver menu, pick a group of agents or one person.
- Enter a Subject, at most 500 characters.
- Put everything the approver needs in the Description, at most 2,500 characters.
- Click Send approval request.
Two limits decide who you can pick. The approver cannot be the ticket requester, the assignee or you, which rules out approving your own request. And a group of more than 30 agents cannot be selected, so a department-wide group has to be narrowed before it can approve anything.
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Approvals can be viewed, shared and withdrawn.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.
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