Multi-stage approval workflows are an Enterprise feature.
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
Refund Requests
Require finance approval for refunds
Account Changes
Manager approval for account modifications
Escalations
Review before escalating to senior staff
Sensitive Actions
Multi-level sign-off for sensitive operations
Setting Up Approval Workflows
Creating a Workflow
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:- Click Add Stage
- Enter stage name (e.g., “Manager Review”)
- Select approvers (roles or specific users)
- Set approval rules (any one, all required, majority)
- Configure timeout (optional)
Stage Order
Stages execute sequentially: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
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 requestcommand - Select workflow from dropdown
- Workflow begins for that ticket
The Approval Process
For Approvers
When a ticket needs approval:- Approvers receive a notification
- Ticket shows “Pending Approval” status
- Approvers can view ticket details
- Click Approve or Reject
- 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
Managing Workflows
Editing Workflows
- Go to Approval Workflows settings
- Click on the workflow to edit
- Make changes
- Save
Changes don’t affect tickets already in the workflow.
Disabling Workflows
- Toggle workflow off to pause
- Existing tickets complete with old rules
- New tickets won’t trigger the workflow
Deleting Workflows
Viewing Approval History
Track approval activity:- All approvals in audit log
- Filter by workflow, approver, outcome
- Export for compliance reporting
Need Help?
Questions about approvals? Join our Discord