We work with a number of customers who need approval from their line manager before we are allowed to work on the tickets.
Is there a way to allow specific non-agent users to mark a ticket as approved?
We work with a number of customers who need approval from their line manager before we are allowed to work on the tickets.
Is there a way to allow specific non-agent users to mark a ticket as approved?
Hi Nicole,
This does work (to an extent) but is not perfect. I have removed it because it thought that any comment that was added was an approval. Again, this can probably be repaired, but I just haven't had the time :(
Hi Vinnie,
I'm going to try something similar to this. Have you got any learnings that are worth sharing with me before I start?
Thanks,
Nicole
Hello Vinnie,
Reaching out to see if this solution is working well for you.
Thanks,
Sudha
Thanks again Priyobrato,
I'll give this a test :)
Thanks Priyobrato,
Thanks for the reply. At the moment, this is the way we are doing it, but I was hoping to find a more visible way to allow this, or a way to stop my engineers from being able to work on the tickets until the customer has approved it.
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