Approvals linked to a ticket
Require approval (e.g. of a refund) before resolving a ticket. While an approval is pending, resolution is blocked; the decision requires a justification.
Some tickets can only be resolved after someone approves an action, such as a refund or an exception. Ticket approvals reuse the same approval engine as the rest of the system (one or several steps, by person or by role).
How it works
- Create an approval policy of type "ticket" in approval settings, defining the steps (approvers by person or role).
- On the ticket, request the approval. If a policy matches, the request goes pending and the first approver is notified.
- While an approval is pending, the ticket CANNOT be marked resolved or closed.
- The approver approves or rejects with a mandatory justification. Approved, resolution is unblocked; rejected, the team handles the case before proceeding.
💡 The decision trail (who, when and why) is recorded and cannot be erased.