Approval Workflows

Approval Workflows help you manage structured decision-making on ticket requests — whether it’s expense sign-offs, IT requests, or compliance approvals.

Approvals is only available on the Internal HelpDesk Product Edition.

How to Configure Approval Workflows?

1. From the left navigation bar in the WebApp, go to More → Approval Workflows.

2. Click Create Approval Workflow and enter a meaningful name.

3. Set an Intake Form – defines when the approval process begins:

   • Choose a form used for ticket creation.

   • Select Non-Editable Fields – these cannot be modified once approval starts.

4. Enable Automatically add approvers as participants (opitonal) – when enabled, all approvers are added as participants on the ticket. Learn More

5. Define Approval Rules – specify how approvals are routed:

   • Add one or more routing rules.

   • For each rule:

     • Set conditions using ticket fields (all conditions must match).

If no rule matches, the Default Routing is triggered automatically.

How the Approval Process Works

Once your workflow is set up, here’s what happens:

• When a user raises a ticket using the selected Intake Form, an Approval Request is automatically created and linked to the ticket as a blocker.

Ticket status (e.g., "Closed", "Solved") cannot be changed until the Approval is completed (Approved or Rejected).

• The system checks all routing rules in order. The first matching rule decides the approval path — i.e., which users need to approve the request.

• The first Approver is notified via Slack (ClearFeed App). Approvers can view ticket details and approve or reject the request directly in Slack and also add comments while taking the action.

Notification to First Approver via ClearFeed App for Approval

Ticket Details View for Approver

Optional Additional Comments to be added by Approver while approving/rejcting

• If the Automatically add approvers as participants is enabled, approvers receive two messages from ClearFeed:

  • A message to approve or reject the approval request.

  • A notification that they have been added as a participant on the ticket, allowing them to view the conversation and send/receive messages.

• If approved, the next approver (if any) is notified.

• If rejected at any point, the Approval Request is closed as Rejected.

• If all required approvers approve, the request is marked as Approved.

• Every action (approval or rejection) is logged as a private comment on the ticket.

  • These appear in the WebApp Ticket Activity, Approval Task view, and the Slack Triage Channel.