Perform ticket actions based on approval outcomes

A very powerful feature of our Approve app is how you can perform actions based on the state of an approval, for example at the point an approval is granted, declined or even at Timeout. Whether its updating the requester by email, setting a ticket field for reporting purposes or doing something in another SweetHawk app like applying a Tasks list, this app has you covered.

Topics covered in this article:

Performing actions based on an approval state

To perform an action based on an approval state, first you will need to create an approval definition by following this guide: Setting up approval flows: The basics

Once your approval definition is created, at the bottom of the settings screen,  you can add a ticket update depending on an event. Here we have selected when the approval is granted. 

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Apply a task list

If you want to apply a task list (or spin up subtickets) using our SweetHawk Tasks & Subtickets app under the Approval Granted ticket event, you can add a tag or perform other updates like setting a dropdown field or checking a tick-box in a custom field.

Click OK at the bottom.

Now that the Zendesk ticket will be updated with these actions at the point the approval is granted, you can use this new tag or custom field within the trigger when automatically add a task list to a ticket. If your task list has subtickets specified in it, it also means those subtickets will automatically be created.

Send an email to anyone

Once an approval is granted, some key stakeholders may want to know about this update, or you could simply want to let the requester know.

Under Approval granted ticket event, select comment. A comment box will appear and you can fill in all relevant information about the approval here, including using approval placeholders and Zendesk placeholders.

Ensure the public toggle is on, so that it will send a public reply. This update will send to the ticket requester.

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You could also use Zendesk triggers to send emails to anyone related to the ticket. Simply add a tag instead of a comment and then make any trigger fire from this tag being added.

 

Update anything on a ticket

Our tasks app allows you to update anything on a ticket, including all custom fields both on a ticket and user.

You can choose when these updates will take place from:

Approval granted

Approval denied

Approval cancelled

New approval step

New response

New approve response

New decline response

New abstain response


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