Unified approvals

concorbit's approvals queue is a single page where everything waiting for sign-off lives: claims, ticket charges, service changes. One queue, one inbox, one workflow for approvers.

What ends up here

• Claims submitted by staff (overtime, expense, mileage, commission) awaiting line-manager approval

• Ticket charges on pro-services tickets that exceed the auto-approve threshold

• Service change requests: adds, removals, quantity changes on customer subscriptions

Each item shows its type badge, who submitted it, the value at stake, and the customer or staff member affected.

Who sees this

The approvals queue is at Approvals in the main navigation. Visibility depends on what you have permission to approve:

• claims.approve: see claims awaiting approval

• billing.view: see pending ticket charges

• services.approve: see pending service changes

Users with none of these permissions don't see the queue at all. Users with some see only the rows they can act on.

Approving

Click a row to expand the approval card. You'll see:

• Full details of what's being approved

• Who submitted it and when

• A comment field (optional on approve, required on reject)

• Approve / reject buttons

Clicking Approve applies the change immediately:

• A claim moves to "Approved" and will appear on the next payroll export

• A ticket charge becomes billable on the next invoice run

• A service change applies to the customer's subscription (with a billing adjustment backdated if needed)

Rejecting sends the item back to the submitter with your comment.

Bulk approval

Check multiple rows and click Approve selected to approve them as a batch. Each is processed individually. If one fails validation the others still go through.

Bulk approve is deliberately limited to 20 items per click so you're forced to skim what you're signing off on.

Approval chains

Some items require a two-step approval (manager then finance). Those show a "Stage 1 of 2" badge; approving at stage 1 moves the item to the stage-2 queue where a different set of approvers pick it up. The audit trail records each hop.

Audit

Every approval action is logged: who approved, when, any comment. The log is viewable under Settings → Audit log and exports to CSV.

Notifications

When something lands in your queue, you get an in-app notification and (optionally) an email. Toggle email approvals under Profile → Notification preferences.

Ticket approvals

Separate from the unified queue, this is per-ticket sign-off for things like after-hours work authorisation, change-request approvals, or any decision where one staff member needs another to OK what they're about to do. Lives on the ticket itself.

Requesting

Open the ticket and find the Approval card in the right rail. Click Request approval, pick the approver from the dropdown (any other user on your tenant), and write a short note describing what you're asking them to sign off on. Hit Request.

The moment you submit:

• The SLA clock on the ticket auto-pauses with reason "Scheduled": the time waiting on an approval doesn't count against your response or resolution SLA. The pause lifts the moment the approver responds (approve, reject) or you cancel the request.

• The approver gets an in-app notification linking back to the ticket.

• An entry lands in the ticket timeline so anyone reviewing later can see what was asked.

You can only have one pending approval per ticket at a time. Cancel the current one before opening another.

Responding

If you're the designated approver, you'll see the pending request:

• On the ticket's Approval card with Approve and Reject buttons, or

• On the dedicated Awaiting my approval page at /helpdesk/approvals/awaiting-me, your inbox of every pending approval routed to you.

Either way: optional note on approve, required note on reject (so the requester knows why and can either re-request with adjusted scope or escalate). Click the relevant button. The SLA clock resumes, the requester gets notified, and the timeline records the decision.

Cancelling

The requester (and only the requester) can cancel a pending approval if circumstances change before the approver responds, e.g. the customer withdrew the request. Cancelling lifts the SLA pause and notifies the approver so they know they no longer need to act.

Permissions

• helpdesk.approvals.request: open a new approval request, cancel your own pending request.

• helpdesk.approvals.respond: approve, reject, or view the "Awaiting my approval" inbox.

Most editor-level roles get both by default. Viewers get neither.