There are two different workflows that your district administrators may configure when it comes to approval workflows. This guide will walk you through both scenarios and show you how to manually add an approval request to tickets.
Send Approval - The approval process has to be done first before the ticket can be worked on.
Require Approval - ticket can be worked on before the approval process, but the ticket has to be approved before the ticket can be resolved.
Agents that are working on the ticket will have to manually click the "Send for Approval" button to send the approval email notification to the approver.
Example: Agents can add actions and work the ticket, and when they are ready for the approval process, they will manually send the email from within the ticket.
Send Approval Workflow
When a user submits a request, it is automatically routed to the approver. The approver must then approve or deny the request before an agent can start working on that ticket.
In the image below, the ticket action bar is greyed out. Agents will have access to comment on the ticket before it has been approved, giving them the ability to reach out to the approver. Once the request has been approved or denied, agents will have full access to work on the ticket.
Require Approval Workflow
Agents can work the tickets before the ticket has been approved. This means that the approval process does not have to be the first step of working on the ticket. But they are unable to resolve the ticket until the ticket has been approved.
Agents that are working on the ticket will have to manually click the "Send for Approval" button to send the approval email notification to the approver. Agents can add actions and work the ticket, and when they are ready for the approval process, they will manually send the email from within the ticket.
All actions will be logged under the timeline tab.
Manually Add an Approval Workflow to a Ticket
Agents can request approval from within a ticket. Select the Send For Approval button under the workflow widget on the left-hand side. Next, select the user who needs to approve or deny this request.
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Hannah Bailey - Director, Customer Engagement