I need the best way to achieve this. In our ticket pipeline we have a standard form which routes tickets to the different pipelines based on ticket type. For our legal pipeline we have a stage that is called waiting for manager approval which is based off the ticket urgency. ideally when a ticket is created with a high urgency it should go to the users’ manager to approve before being marked as Submitted or new. this can be either approved or rejected which should move the ticket to closed. We have the employee contacts in HubSpot with their respective departments. Would it be easier to add managers to HubSpot so that the emails will go to them directly and have an approval or reject check box before this ticket can be moved out of the manager approval stage? I’m a bit confused on the best course of action to achieve this workflow. Essentially these tickets should not show as new or submitted until manager approval has been provided.
Hi @cclark2,
Yes, an approval process would require the approvers to be HubSpot users. You can then set up a ticket based workflow which assigns high urgency tickets to them for approval, and only after they confirm (by filling a custom property, for example) would a workflow reassign the ticket to the original owner or move it to the corresponding stage.
Best regards!
The best approach is to review all details carefully, address any questions, and approve only when everything meets the required standards. A quick but thorough review helps avoid issues later.