Approvals & delegation

Overview

• A request that requires approval routes to a single approver. Agents can also manually submit any open request to a chosen approver. (Multi-step sequential or parallel approval chains are not supported.)
• Approvers can delegate to a named user for a date range. While the delegation is active, every approval routed to them routes to the delegate instead.
• If — and only if — the matching SLA policy lists Waiting on approval as a pause status, the SLA clock pauses while a request waits on approval. Pause statuses are opt-in per policy and empty by default.

Step by step

1. 01

   Require approval on a request type

   Settings → Request types → Edit. Toggle 'Requires approval'. Requests of that type are automatically routed to an approver (the first eligible employee, falling back to an admin), honoring any active delegation.

2. 02

   Set delegation

   Profile → Delegations → New. Pick the delegate and the date range. While active, every approval routed to you instead routes to your delegate. Delegation applies org-wide; per-team scoping is not supported.

3. 03

   Decide an approval

   Approvers see the request in their inbox and on the in-app Approvals queue. Approve or deny — each decision records an audit row. Approving moves the request to Triaged; denying closes it.

4. 04

   Chain automations to decisions

   Settings → Automations → New. Use the Approval decided trigger to run actions when a decision is recorded. The rule fires on both approve and deny — conditions can't branch on the outcome.

Good to know

Related