Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
A handover that needs sign-off from another department works best as an approval plus two triggers, not as an email.
The shape
- An agent raises an approval, naming the department's approver.
- A trigger sets the ticket to on-hold, so it leaves the open queue.
- The approver answers.
- A second trigger acts on the outcome: back to the agent's group when approved, and to a different route when rejected.
Four moving parts, and the two triggers are what turn a request into a process.
Build the triggers
The first watches for an approval request being created and sets the status. The second watches for the outcome and routes accordingly. Narrow both with a condition on group or form, so they apply only where you intended.
Give the other department a way in
Colleagues outside support need to see the ticket to approve it. A light agent seat covers this on the plans that offer it, and it is free, so there is rarely a reason to make them work from an email instead.
Agree the timing out loud
This is the part that fails, and it is not technical. Another department has its own priorities, and an approval that is urgent to you may be routine to them.
Agree what a reasonable turnaround is and what happens when it is exceeded. An internal service level agreement on a child ticket is one way to make that visible rather than a matter of chasing.
Measure it from the start. How long approvals take is the number that tells you whether the process works. Without it, everyone has an opinion about which department is slow and nobody has evidence.
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