Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Agent |
What an approver sees, how they answer, and why the comment matters as much as the decision.
Respond to a request
- Open the notification, or find the request on the ticket.
- Read what is being asked and, if you need it, the ticket behind it.
- Choose Approve or Reject.
- Add a comment. This is the part worth the extra thirty seconds.
- Submit.
The outcome is recorded on the ticket, and any rule watching for it runs.
Always write the comment
An approval with no comment records that you agreed. An approval with a comment records why, which is what anyone reading it in six months actually needs.
On a rejection it matters more still. "No" leaves the agent guessing; "no, because this account is already outside its terms" tells them what to do next, and often what to tell the customer.
If you are not the right approver
Say so rather than approving to be helpful. An approval from someone without the authority looks identical in the record to one from someone with it, which is exactly the problem approvals were meant to solve.
If you cannot decide yet
Leave it open and comment on the ticket saying what you are waiting for. Approving conditionally is not something the system supports, and writing "approved provided that" in the comment produces a record that says approved.
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