Hi there
For some changes, it's sometimes required to have a customers supvervisor approving or denying a change request by an customers employee to proceed with the change.
Actually, there is nothing implemented to support a scenario like that.
I'd warmly welcome a feature in Freshdesk, which integrates in an automation rule and tells:
- if a ticket with type "change" comes in
- a mail to the [customers supervisor] is sent having to links in it:
- to approve, click here [direkt link to make the change approved]
- to deny, click here [direkt link to make the change denied] - as soon as the [customers supervisor] approved or denied the change, the Servicedesk Agent can continue his work on the ticket.
Hope, this will be implemented soon :-)
Thanks
Alex
