The Approval Rules allow defining criteria for tickets to be processed only after approval by one or more individuals, which can be a specific collaborator, someone with a certain role, or the requester’s superior. 

 ⚠️Attention: Feature available only for Operator and Admin profiles. 

 Configure Approval Rules 

 1. Access: Support Desk > Settings > Approval > Approval Rules; 

 2. Click on New; 

 3. Enter a Name; 

 4. In Conditions, define the criteria to activate the rule;  

💡Tip: All conditions must be met for the additional fields to be displayed. 

 5. In Parameters, choose who the approvers will be;  

 6. In Approval Type, select: 

 Sequential: approval occurs in sequence, one approver after another.  

 Simultaneous: all approvers have access to approve at the same time.  

 7. In Wildcard Approvers, select who can approve or reject the ticket and will be notified by email; 

 8. In Approvers, define the agents authorized to approve; 

 9. Click Save. 

 Done! Approval rules created successfully.