Request Approval

Learn how to request approvals on tickets when another team or stakeholder needs to review a request before it can be resolved. Approvals prevent tickets from being closed until approved or removed.

Add Request Approvals to tickets when another team or stakeholder needs to review a request before it can be resolved.

Tickets tend to be one-off chunks of work involving a single team. For example, IT help desk agents work through IT-related tickets, while product help desk agents handle product requests. While each help desk has its own assigned agents, there are cases where another team needs to be involved.

That's what Ticket Approvals are for. For example, if a request involves spending a large sum of money, someone from the finance team may need to approve the request before the Ticket can be resolved. Once an approval has been added to a Ticket, the Ticket cannot be resolved until it's approved or the Approval has been removed.

Anyone can be assigned to a Ticket Approval, regardless of whether they are an Agent on the Inbox or not.

Requesting Approval

You can request Approval from both Slack and the Wrangle web app.

From Slack

Click the Request Approval button in Slack.

1. Open the ticket thread in Slack

2. Click the ... menu (three dots) in the ticket message

3. Select "Request approval" from the menu

4. Choose who should approve the request by selecting one or more people

5. Submit the approval request.

From the web

Click Request Approval on the Wrangle web app.

1. Go to your ticket at https://slack.wrangle.io/tickets or open it from your dashboard

2. Open the ticket page and click "Request approval"

3. Choose who should approve the request by selecting one or more people

4. Submit the approval request

Managing approval requests

Responding to an approval

When you're assigned to approve a ticket, you have three options:

Approve The request meets all requirements and can proceed. Once approved, the ticket can be resolved.

Request changes The request needs modifications before it can be approved. The ticket cannot be resolved until changes are made and a new approval is granted.

Deny The request cannot be approved. The ticket cannot be resolved while the approval is denied, but the approval can be removed if needed.

Responding from Slack

When you receive an approval request in Slack, you'll see three buttons in the ticket thread:

Slack thread page displaying approval options.

1. Click the appropriate button for your decision

2. Add a comment explaining your decision (optional but recommended)

3. Your response will be recorded in the ticket thread

Responding from the web

When you go to a ticket with a pending approval:

Approval buttons on the Wrangle web app.

1. Click the appropriate button for your decision

2. If you select "Request changes," you'll be asked to add a comment explaining what needs to be modified. For "Approve" or "Deny," your response will be recorded immediately.

3. Your response will be recorded on the ticket.

Removing an approval

If an approval is no longer needed, it can be removed from the ticket:

From Slack

1. Open the ticket thread

2. Click the ... menu on the approval request

3. Select "Remove approval"

Remove Approval Request on Slack.

From the web

1. Go to the ticket

2. Find the approval request

3. Click "Remove approval"

Remove Approval Request on Wrangle web app.

Once removed, the ticket can be resolved without approval.

Approval notifications

When an Approval is requested:

• The assigned approver(s) receive a notification in Slack

• The approval is visible in the ticket thread and on the web

Approval Request notification.

When an Approval is responded to:

Approve request on Wrangle web app.

• The ticket requester receives a notification

Slack thread displaying Approval Request denied.

• Any ticket followers receive a notification

• The agent assigned to the ticket receives a notification

• The response is recorded in the ticket thread

Perfect for cross-team requests, like finance approvals or manager sign-offs

Finance approvals Requests involving purchases, reimbursements, or budget expenditures exceeding a certain threshold require approval from the finance team before the ticket can be resolved.

Manager sign-off HR requests, time-off requests, or policy exceptions need manager approval before they can be processed.

Security review Access requests, permission changes, or system modifications require security team approval before implementation.

Hardware purchases IT requests for specialized or expensive equipment need approval from a budget owner or department head.

Cross-team dependencies When resolving a ticket requires work or approval from another team that doesn't regularly work in the inbox.