Ticket approval workflow example

Here's a quick example of how you can create a support ticket approval process in Jitbit Helpdesk.

You will need:
  • a new category
  • two new custom statuses
  • two automation rules

Step 1: create a category named "Needs approval"

Go to "Administrator - Ticket categories - Add new category" and create a category named "Needs approval". This is where all tickets waiting for approval will be moved to, just for convenience.

Make sure you add one or more people as "technicians" for this category - these are the people who will actually "approve" tickets.

Step 2: Create custom statuses

Create two statuses - "Needs approval" and "Approved". Go to "Administrator - Custom statuses - Create".

Make sure both statuses are "For technicians only" or "For managers only". And the "Approved" status is only assigned to the "Needs approval" category that we have just created above:

And the second status (note that it's assigned to only one category):

Step 3: create an automation rule that will trigger on "Needs approval"

Now when someone clicks "Require approval" button in a ticket this is the rule you want to trigger. The rule will move the ticket to the "Needs approval" category, and all the users that have "technician" permissions in that category will get a notification about this new ticket that needs to be approved:

Step 4: Create another rule that will trigger on "Approved"

Now go to "Administrator - Automation rules" again and create a rule that will trigger once the ticket is approved. And add whatever action you want - you can move the ticket back to the old category, or send a notification, or simply assign it to someone, or move to another custom status etc.

This is just a basic example to get you started. You can experiment, for example, assign a tag named "needs_approval" instead of using a category (or in addition to a category) etc. Use this article as starting point to create more advanced ticket approval processes.
Creation date: 9/4/2019 8:59 AM      Updated: 4/17/2023 9:09 AM
Jitbit Helpdesk ticketing system is our flagship product. Its a great helpdesk software app offered both as a hosted and "on-premise" versions.