Approval step for clients?

We have a very polite audience (MN Nice is real) and many, many of our tickets are closed by techs and then the client replies with 'thank you!'.  Then we have to go back to the ticket and close it again.  

Is there any way we can give the client a button/approval/workflow step or something that satisfies their need to express gratitude but that does NOT re-open a closed ticket?

Asked by Carly Born on Fri 5/20/22 9:47 AM
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Answers (2)

This answer has been marked as the accepted answer
Mark Sayers Fri 5/20/22 10:09 AM

Hello Carly,

You could I suppose configure a workflow with the final step being an approval step for the Requestor. That type of step is assignable to a Client user and they can leave comments after selecting the Approve option on it. Then the workflow can close the ticket out.

That's really the only type of option I could see that can allow that to happen without causing the ticket to reopen as well.

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That is exactly what I was hoping for! Thanks! - Carly Born Fri 5/20/22 10:23 AM
David Tod Mon 5/23/22 2:11 PM

We've played with an iPaaS flow to detect and reclose, but not in production yet.

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