• Got questions about HubSpot’s Smart CRM?

    Our product team is answering them live through March 6th!

    Ask us anything
  • Ready to build your local HubSpot community?

    HUG leaders host events, spark connections, and create spaces where people learn and grow together.

    Become a HUG Leader

Ticket approval process

Search HubSpot Ideas or Create Idea
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
Status: Idea Submitted
GIlievski
Submitted by Top Contributor | Diamond Partner on ‎Jun 27, 2024 9:08 PM

We would like to be able to have a ticket approval process set up. When a ticket enters a certain status it would be good to have a certain amount of users that can approve this. 

At the moment there is a Deal approval process and it would work the same for Tickets.

The only thing I would add to this approval process would be conditional approval on the status. That means that approval would be needed on a status if a Ticket meets certain criteria. This can be filtered on certain properties. The most useful filter would be Ticket Tags.

Ex. Ticket Pipeline - Support Pipeline
Pipeline Statuses - Received, In Review, Assessment, Approval, Closed.
When the Ticket gets to Approval there are 2 options.
IF Ticket Tag contains "Warranty" Approval is needed
ELSE Ticket Tag contains "Service" or "Modification" Approval is NOT needed

See more ideas labeled with:
1 Reply
ZOperations
Member
‎Apr 10, 2025 5:22 AM

This is absolutely necessary. We use tickets for product and integration requests in seperate pipelines to support and need the ability to approve / reject at multiple stages during these pipelines.