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Required role: Admin
Approval workflows let you require one or more approvals before a help desk request is acted on. This is useful for requests that involve resources, budget, or sensitive information.

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Enable approval for a request type

1

Open the request type

In Settings → Help Desk, click the request type you want to configure.
2

Enable approval

Toggle Requires Approval to on.
3

Select approvers

Choose who can approve requests of this type:
  • Any Admin — any Admin in your organization can approve
  • Any Manager — any Manager can approve
  • Specific members — select specific people by name
4

Set approval rules

Choose the approval logic:
  • Any one approver — the request is approved when one person approves
  • All approvers — the request requires approval from everyone in the list
5

Save

Click Save. New requests of this type will now require approval before they move to In Progress.

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How approval notifications work

When a request requiring approval is submitted:
  1. All designated approvers receive a notification
  2. Approvers can approve or reject from the notification or from the Help Desk list
  3. Once the approval condition is met, the request moves to In Progress and the requester is notified

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Next steps

Submit a help desk request

Submit a help desk request and see the approval workflow in action.