Within CloudRadial, you have the ability to set up approvals within both Problem Reports and Service Requests for users loaded within the portal.
Because routing is triggered based on PSA statuses, only those with supported PSAs can use this feature. For more info on supported PSAs, please see this article.
Currently, the following statements are true of CloudRadial's approval capabilities:
- Approvals are routable to one or multiple people within a given company
- Approvals must be approved/denied by Admin-level contacts in CloudRadial
- Approvals trigger a brandable email that comes from CloudRadial
- Approval statuses are defined by your existing statuses within the PSA
- Approvals are single-step - you cannot chain approval requests to multiple people in a sequential order
- Approvals are automatically approved when an Admin-level contact puts in a ticket requiring approval, unless that ticket is specifically set to require approval from an individual that isn't the Admin currently requesting the ticket
- Approvals must come from those defined as Admins within the system. Limited access admins and users will not work. If no admins are delegated within the specific company, the ticket won't work.
To set up approvals, we'll be following these steps:
- Adding branding to the approval email
- Defining the relevant approval statuses in the PSA
- Electing a ticket to require an approval
- Understanding the client's experience of approvals
1. Adding Branding to an Approval Email
Admins are notified of the need to approve a ticket in two ways. First, they will receive an email originating from CloudRadial (by default, this comes from email@example.com). Second, they will also see an button on their home page letting them know an approval is required for a ticket.
Branding the email is a simple step to ensure that it's familiar and recognizable from your brand.
- In your tenant, head to Partner > Settings
- Select Account & Branding under Setup at the top right
- Select the Branding tab
- Look for the Emails section and add any appropriately-sized logo to the media library to go on your approval email
- You can click on Media Library above the lookup button to get taken to your tenant's media library. Simply drag and drop the logo file in there, and use the Lookup button in the branding page to add that logo in.
- The branding will now be set for the approval email
2. Defining the Relevant Approval Statuses in the PSA
CloudRadial relies on existing statuses within your PSA to track and configure your approvals. Defining your change approval workflows helps CloudRadial understand when to trigger the approval email, as well as what statuses to mark the tickets as they move through the approval workflow.
- In your tenant, head to Partner > Settings
- Select PSA under Setup at the top right
- Look for the Change Approval Workflows section and input three existing statuses for User -> Company Administrator. Remember, these must already exist within your PSA and are case-sensitive - they must be an exact match.
Example of them set below:
- Select Submit at the bottom of the panel to save your settings
3. Electing a Ticket to Require an Approval
Tickets must be made to require approvals. This is applicable both from Partner > Content, or when creating tickets locally for individual companies. In either scenario:
- Select the ticket that requires an approval
- Select the Routing tab
- Tick the box for Is company administrator approval required?
- Once ticked, you'll see the option for the Approver List. A few things to note here
- If left blank, the ticket will send out an approval request email to all Admin users listed within that given account. The ticket will be approved/denied after the first Admin reaches the ticket.
- If specific user emails are entered, the approval request email will go to those users. Same thing for single approvers.
- CloudRadial tokens are accepted in this field.
- Once the approval has been set up, select Submit at the bottom of the ticket
- Publish out the changes to ensure that they propagate out
4. Understanding the Client's Experience of Approvals
It's helpful to understand the client's experience of the approval process, both for explaining it to them and to map out any potential points of failure. Below is an example of the email they'll receive from CloudRadial relating to the approval:
Similarly, within the right-hand side of the portal, the approvers will see the following:
Approvers will see their tickets listed for approvers within the Waiting tab of the Support Tickets area within the feature set. The actual approval is decided via a drop-down from within the ticket.
Selecting either Approve or Deny will change the status according to your definition of the PSA statuses (defined in step 2 of this guide.
Supporting marketing documentation that is brandable can be found by clicking here; it may be beneficial to walk the client through the approval process and present them with accompanying guidance so they know what to expect from the portal.