+1A feature our organization uses a great deal is Ticket approvals. We're a school district, and when a Ticket is created at one of the schools, the principal must review and approve it first. They don't need the full power of an agent, just some view access to tickets in their buildings and the ability to approve or deny a work order - with notes would be a nice touch.
Added bonus - implement the approval process without having to make the principals "agents" to save some money!
+8Hello Kyle,
Thanks for writing to us.
I have passed your requirement to our Project Management team. Will keep you updated once we take this up.
Your suggestions are highly valued. Please keep it coming :)
Thanks,
Annapoorna
I would like to second this. For me the approval process doesn't have to be complicated. The simplest approach the better. An approval button by the add note that allows a user to click on and create a time stamp with the user ID -- that would work.
I would like to add to this as well. As consulting company we need to have approval for hardware/software purchases. I agree approver should not have to be an agent but could be. But that approver would need to login.
I would love to see this as well. Right now my work around for this is to follow the replies on a ticket to verify that they have been approved.
Maybe I'll create a new hidden field on the tickets to set for internal users to see if tickets have been approved per me...
Hi everyone,
I understand how this feature could be useful, but we are not working on it currently. We may consider working on it in the future. I will keep you posted when we take it up again.
Thanks
Samyuktha
Hi
Is there any update on this request? I saw that FRESHSERVICE has an approval option. Are there plans to add this option in FRESHDESK?
It would be great to have an automatic hold on a new agents' replies before they are sent to a customer so that they can be approved/edited by a supervisor, as part of new employee training.
The new agent's replies could be approved/edited by a supervisor, as part of new employee training to avoid any potential misinformation/errors. This was a basic function of our prior email software and it was very useful.
+9Hello Everyone!
Apologies for the delay in getting back. We immensely value your feedback and we already have this in our list of feature requests. We would make sure to make some noise when this is made available, please watch out our release notes to stay updated on the new features/enhancements in Freshdesk.
Cheers.
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