> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ticketcord.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Approval Workflows

> Set up multi-stage approval processes for tickets

Create structured approval processes for tickets that require authorization before closing or taking action.

<Info>
  Multi-stage approval workflows are an **Enterprise** feature.
</Info>

## What Are Approval Workflows?

Approval workflows allow you to:

* Require manager sign-off before closing tickets
* Create multi-step approval chains
* Track approval status and history
* Automate escalation for stalled approvals

## Use Cases

<CardGroup cols={2}>
  <Card title="Refund Requests" icon="credit-card">
    Require finance approval for refunds
  </Card>

  <Card title="Account Changes" icon="user-pen">
    Manager approval for account modifications
  </Card>

  <Card title="Escalations" icon="arrow-up">
    Review before escalating to senior staff
  </Card>

  <Card title="Sensitive Actions" icon="shield">
    Multi-level sign-off for sensitive operations
  </Card>
</CardGroup>

## Setting Up Approval Workflows

### Creating a Workflow

<Steps>
  <Step title="Navigate to Settings">
    Dashboard → Configuration → Approval Workflows
  </Step>

  <Step title="Click Create">
    Select **Create New Workflow**
  </Step>

  <Step title="Name Your Workflow">
    Give it a descriptive name (e.g., "Refund Approval")
  </Step>

  <Step title="Configure Stages">
    Add approval stages with approvers
  </Step>

  <Step title="Set Triggers">
    Define when this workflow activates
  </Step>

  <Step title="Save Workflow">
    Workflow is now active
  </Step>
</Steps>

### Workflow Components

| Component     | Description                           |
| ------------- | ------------------------------------- |
| **Stages**    | Steps in the approval process         |
| **Approvers** | Who can approve each stage            |
| **Triggers**  | What starts the workflow              |
| **Actions**   | What happens after approval/rejection |
| **Timeouts**  | Auto-escalation if not acted on       |

## Configuring Stages

### Adding Stages

Each workflow can have multiple stages:

1. Click **Add Stage**
2. Enter stage name (e.g., "Manager Review")
3. Select approvers (roles or specific users)
4. Set approval rules (any one, all required, majority)
5. Configure timeout (optional)

### Stage Order

Stages execute sequentially:

```
Stage 1 → Stage 2 → Stage 3 → Complete
```

Each stage must be approved before the next begins.

### Approval Rules

| Rule               | Description                     |
| ------------------ | ------------------------------- |
| **Any One**        | Any single approver can approve |
| **All Required**   | Every approver must approve     |
| **Majority**       | More than half must approve     |
| **Specific Count** | Minimum number of approvals     |

## Setting Approvers

### By Role

Select Discord roles that can approve:

* All users with that role can approve
* Useful for teams (e.g., @Managers)
* Role changes automatically reflected

### By User

Select specific users:

* Named individuals
* Useful for single points of authority
* Must update if person changes

<Tip>
  Use role-based approvers when possible for easier maintenance.
</Tip>

## Workflow Triggers

### Automatic Triggers

Workflows can start automatically when:

| Trigger           | Description                    |
| ----------------- | ------------------------------ |
| **Category**      | Ticket is in specific category |
| **Tag**           | Ticket has specific tag        |
| **Priority**      | Ticket is high/urgent priority |
| **Keyword**       | Message contains keywords      |
| **Close Request** | User requests closure          |

### Manual Triggers

Staff can manually request approval:

* Use `/approval request` command
* Select workflow from dropdown
* Workflow begins for that ticket

## The Approval Process

### For Approvers

When a ticket needs approval:

1. Approvers receive a notification
2. Ticket shows "Pending Approval" status
3. Approvers can view ticket details
4. Click **Approve** or **Reject**
5. Add optional comments

### Approval Controls

In the ticket, approvers see:

* Current stage name
* Who needs to approve
* Time waiting
* Approve/Reject buttons
* Comment field

### Status Tracking

| Status        | Meaning                        |
| ------------- | ------------------------------ |
| **Pending**   | Waiting for approval           |
| **Approved**  | Stage approved, moving to next |
| **Rejected**  | Request denied                 |
| **Expired**   | Timeout reached                |
| **Completed** | All stages approved            |

## Actions After Approval

### On Approval

Configure what happens when approved:

* Close the ticket
* Move to different category
* Assign to specific user
* Send notification
* Execute custom action

### On Rejection

Configure rejection behavior:

* Keep ticket open
* Send message to creator
* Assign for follow-up
* Log rejection reason

## Timeouts & Escalation

### Setting Timeouts

For each stage, optionally configure:

| Setting              | Description                 |
| -------------------- | --------------------------- |
| **Timeout Duration** | Hours/days before timeout   |
| **Timeout Action**   | What happens on timeout     |
| **Reminder**         | Notification before timeout |

### Timeout Actions

When a stage times out:

* **Auto-approve**: Proceed to next stage
* **Auto-reject**: Reject the request
* **Escalate**: Notify higher authority
* **Remind**: Send another notification

## Best Practices

<Tip>
  **Keep It Simple**
  Start with 1-2 stage workflows. Add complexity only when needed.
</Tip>

<Tip>
  **Set Reasonable Timeouts**
  24-48 hours for most approvals prevents bottlenecks.
</Tip>

<Tip>
  **Use Role-Based Approvers**
  Easier to maintain when staff changes.
</Tip>

<Tip>
  **Document Your Workflows**
  Help staff understand when and why approvals are needed.
</Tip>

## Managing Workflows

### Editing Workflows

1. Go to Approval Workflows settings
2. Click on the workflow to edit
3. Make changes
4. Save

<Note>
  Changes don't affect tickets already in the workflow.
</Note>

### Disabling Workflows

* Toggle workflow off to pause
* Existing tickets complete with old rules
* New tickets won't trigger the workflow

### Deleting Workflows

<Warning>
  Deleting a workflow cancels all pending approvals using it.
</Warning>

## Viewing Approval History

Track approval activity:

* All approvals in audit log
* Filter by workflow, approver, outcome
* Export for compliance reporting

<Card title="Need Help?" icon="headset" href="https://ticketcord.net/discord">
  Questions about approvals? Join our Discord
</Card>