Ticket Approvals

The ad-hoc approval engine lets a technician request sign-off on a ticket from any user in the helpdesk. The chosen approver receives an email with a link where they can approve or reject the ticket — no login required.

Enabling approvals

Turn on Enable supervisor approval under Admin → General Settings. When enabled, technicians can request approval from the ticket page.

Each ticket can have one active approval at a time. Requesting approval again (for example, to pick a different approver) resets the request to "Pending" and sends a new email.

Requesting approval

On the ticket page, open the More menu and choose Request approval....

Pick any user as the approver, optionally add a note, and click Request approval.

The approver receives an email notification with Approve and Reject links. A system comment (visible to technicians only) is also added to the ticket log.

While approval is pending, the ticket details panel shows an Approval row with a badge such as "Awaiting from [name]". Administrators can cancel a pending request from that badge.

Approving or rejecting

The approver clicks Approve or Reject in the email. This opens a simple confirmation page where they can optionally leave a comment before submitting their decision.

After a decision is made:

• The approval badge on the ticket updates to Approved by [name] or Rejected by [name]
• A system comment is added to the ticket (technicians only)
• The technician who requested approval receives an email notification with the outcome

The email links are secured with a one-time hash (the same mechanism used for customer satisfaction rating links). If the request was already handled, the link shows an error instead of allowing a second decision.

Notes

• Only technicians can request approval; the approver can be any registered user.
• You cannot request a new approval while one is already pending — wait for a decision, or ask an administrator to cancel the pending request.
• When a ticket is deleted, its approval record is removed as well.