How to achieve Approvals on tickets

[cclark2]

Hello,

I’m trying to think of the best way to achieve this. We have urgent priority tickets in our ticket pipeline that requires manager approval from the persons manager. We have all internal users and their respective departments on their contact profiles in HubSpot already. I need a workflow or the best most efficient solution that automatically sends an email to the submitting user’s manager whenever a ticket requires manager approval and then for when this is rejected for whatever reason. Any help on best ways to achieve this?

[karstenkoehler]

Hi @cclark2,

I’d use a combination of workflows and pipeline rules for this:

1. Create a ticket based workflow that moves priority tickets into a “Approval required” status

2. Use pipeline rules to control ticket editing access in this status (only managers can approve)

   

3. Instruct managers to move the ticket to the right stage after approval or have them set an approval property (approved/declined) - which could trigger a workflow that moves the ticket to the right status and notifies the user about the approval result

Best regards