Streamline approvals across your organization and keep tickets moving forward without delays with Approval requests. Quickly involve the right people in ticket decisions, manage who approves, monitor pending responses, and keep all approval activity organized in the Approvals tab. Getting sign-offs is now simple, transparent, and easy to track.

Note: 

• Only listed users can act as recipient approvers.
• Only listed contacts can act as recipient approvers.
• Approvals aren’t automated yet. The technician needs to manually check if the ticket has been approved before continuing work.

Understanding approval statuses

You can track approval progress from the Approval status column in the Tickets page, or open the ticket for more details in the Approvals tab and the Ticket activity tab. 

Here’s what each status means:

• Pending approval: No one has approved or declined yet.
• Approved: The request has been approved.
• Partially approved: At least one recipient has approved. Depending on your approval policy, you may be able to proceed with the approvals you already have.
• Declined: The request has been declined.

Create an approval request

Kick off a new approval request right from the ticket — choose who needs to sign off, add any context they’ll need, and send it out.

To create a ticket request:

1. From the Tickets page, open a ticket.

2. Click + Ticket tools > Request approval.

The Send approval request slide out appears.

3. From the dropdown, select anyone from your organization who needs to approve this request. Then click Send request.

The Approvals tab appears on your ticket.

Here you can edit recipients, send a reminder request, and track the status of the approval.

Note: Once you send a request, if you'd like to request approval from additional stakeholders, click Edit request.

Edit approval request

Need to tweak something? Update the recipients or details and re-send the request so everyone has the latest version.

To edit an approval request:

1. From the Approvals tab on a ticket, click Edit request.

The Edit approval request slide out appears. 

2. Remove or add new recipients as needed. Then click Send request.

Note: 

• The request is sent only to newly added recipients, not those who've already received the request. To resend the request, see Resend approval request
• If all recipients are removed from the request, the approval request is canceled and the Approvals tab is removed from the ticket.

Resend approval request

If you’re still waiting on an approval, you can follow up with a quick re-send.

To resend a request:

From the Approvals tab, click the ellipses icon (). Then click Resend.

The request email is sent again to the recipient.

The email recipients receive

Once the approval request is sent, recipients will receive an email including the Requester name, request number, and conversation thread of the ticket. 

Recipients can approve, decline, or respond with feedback to the request. Whichever option they select, they'll be redirected to log in to the Service Portal. 

Recipients can approve, decline, or respond with feedback to the request. Whichever option they select, they'll be redirected to log in to the Customer Portal. 

• Approve: Once they log in, their response is recorded automatically, and the ticket is updated.
• Decline: Once they log in, their response is recorded automatically, and the ticket is updated.
• Respond with feedback: Once they log in, they can leave feedback and then either approve or deny the request.