Get Internal or External Approval Before Proceeding With Ticket Actions

🟩 1. What Are Ticket Approvals?

Ticket Approvals allow agents to request confirmation or authorization before taking an action on a ticket. Approvals are useful when a ticket requires:

• Manager approval

• Warranty approval

• Refund approval

• Replacement approval

• Discount or compensation approval

• Service charge approval

Approvals ensure control, accountability, and proper authorization.

🟩 2. Why Use Ticket Approvals?

• Prevents unauthorized actions

• Ensures proper workflow

• Helps maintain audit trail

• Improves coordination between teams

• Reduces mistakes in refunds, replacements, or escalations

• Provides clear documentation of decisions

🟩 3. Types of Approvals in Zoho Desk

1. Internal Approvals

Requested from:

• Managers

• Team leads

• Warranty team

• Billing team

2. External Approvals

Requested from:

• Vendors

• Service partners

• Logistics teams

• Customers (for paid service approval)

🟩 4. How to Request an Approval (Step‑by‑Step)

Step 1: Open the Ticket

Go to Tickets and select the ticket requiring approval.

Step 2: Click “Request Approval”

You will find this option in the ticket actions panel.

Step 3: Choose Approver(s)

Select:

• A specific agent

• A manager

• A department

• An external email address

Step 4: Add Approval Message

Explain what you need approval for:

• Refund amount

• Replacement eligibility

• Warranty confirmation

• Service charge

• Special discount

Step 5: Send Approval Request

The approver receives a notification or email.

🟩 5. What Approvers Can Do

Approvers can:

• Approve

• Reject

• Add comments

• Request more information

Their decision is added to the ticket timeline.

🟩 6. Tracking Approval Status

You can track approvals in the ticket under:

• Approvals section

• Ticket timeline

• Activities tab

Statuses include:

• Pending

• Approved

• Rejected

🟩 7. Examples for Kanchan Electronics

1. Warranty Approval

Service team requests approval from Warranty team before replacement.

2. Refund Approval

E‑commerce team requests Billing team approval for refund.

3. Service Charge Approval

Technician requests customer approval for paid repair.

4. Vendor Approval

Service team shares ticket with vendor for spare part confirmation.

🟩 8. Best Practices

• Add clear explanation in approval request

• Use internal notes for background details

• Avoid sending approvals to multiple people unnecessarily

• Follow up on pending approvals

• Close approvals once resolved

• Use automation to notify approvers

🟩 FAQs

Q1. Can I cancel an approval request? Yes, you can withdraw the request anytime.

Q2. Can multiple approvals be requested on the same ticket? Yes, but keep it minimal to avoid confusion.

Q3. Are approvals visible to customers? Only external approvals sent to customers are visible to them.