Afternoon
There are circumstances where a ticket requestor would need approval before a proceeding - for example for a change request; or for potentially chargable work. I can’t see a way to achieve a workflow for this in FreshDesk currently. In a process management scenario, this would work by sending an approval request to a nominated party at the client, who is able to return a Yes/No and Comments. These update the ticket and change the status accordingly
Would this be possible?
This should be possible currently: add a custom statuses like “waiting on approval” and “approved” and use advanced ticketing to assign an internal group/agent for “waiting on approval”
Thanks. I cant see any way to handle the client approval process here though. It looks like an obvious target for some clever automation or workflow development.
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