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, click More → Approval Workflows.

2. Click Create Approval Workflow and give your workflow a meaningful name.

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

   • Choose a form used for ticket creation

   • Select Non-Editable fields — these cannot be edited once approval starts.

4. Define Approval Rules: Approval Rules determine the approval paths for the tickets

   • Add one or more routing rules.

   • For each rule:

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

     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.

• 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.