Ask for an approval on a ticket

Some requests need a yes from someone else first, such as a refund outside the policy. Ask for approval from the ticket. The answer is recorded on the ticket.

Ask for approval

1. In the ticket, find the Approval card and choose Ask for approval.
2. Describe What needs approving, for example “Refund 120 EUR outside the 30-day window”.
3. Add Approvers, or pick an Approver group (any member answers for it).
4. Choose Who decides: First answer decides or Everyone must approve.
5. Choose Send request.

The approvers get an email. The card shows Pending until they answer.

Answer a request

Approvers can answer in two ways:

• From the email: the personal link opens a page where they choose Approve or Reject, add an optional note and confirm. The link is valid for 30 days and can be used once.
• In ChaosDesk: Approvals in the left rail lists everything Waiting for my approval. Open the ticket and choose Approve or Reject.

The agent sees Approved or Rejected, the note, and who answered. Answers given through the email link show Answered from the email.

Change your mind

Choose Withdraw request to cancel a pending request, or Ask for another approval to start a new one. Earlier requests stay in the card’s history.

Related

• Side conversations
• Ticket statuses