The Ticket approval workflow enables support agents to request approvals from stakeholders directly within support tickets. This streamlined solution provides a simple interface for initiating requests, tracking status, and maintaining audit records—automating the approval process to ensure tickets receive necessary authorizations before proceeding.

Features

Request initiation

• Trigger approval requests using intuitive slash commands without leaving the ticket interface.
• Reduce training requirements and user errors through simplified command structure.

Multi-stakeholder Selection

• Target specific internal and external approvers with @mentions.
• Support complex organizational hierarchies by routing requests to individuals based on expertise or authority.

Status Tracking

• Monitor approval progress in real-time with automatic status updates.
• Create an auditable trail of approval activities for compliance and process improvement.

Notification System

• Alert approvers via email and platform notifications to prevent missed requests.
• Allow customizable alert preferences to balance awareness with notification fatigue.

Approval History

• Document all approval actions with timestamps and user information.
• Enable management to identify bottlenecks and implement targeted workflow improvements.

For more details, refer to the Ticket Approval Workflow page.