How do I route approvals by amount or condition (thresholds) in Zendesk?
Zendesk triggers cannot compare a number field, so first make a drop-down field with amount bands (for example 0 to 500, 501 to 1,500, 1,501 to 5,000, and 5,001 and above). Create one approval definition per band, then use the trigger the Approve app generates to match each trigger to its band's drop-down option, so higher value requests reach the right approvers automatically.
How to do it with Approve
- First create a drop-down ticket field for the amount, with an option for each band, for example 0 to 500, 501 to 1,500, 1,501 to 5,000, and 5,001 and above. A Zendesk trigger cannot compare a number field, so the band has to be a drop-down selection it can match on.
- In the Approve app, create an approval definition for each band, each with its own approvers.
- In the Approval definitions list, click Create trigger on each definition. The app builds a Zendesk trigger and links you to it.
- In the trigger, first delete the placeholder test tag condition, otherwise it never fires. Then set the condition to your amount drop-down field is this band, for example Amount is 1,501 to 5,000. Keep the Approve webhook under Actions.
- Set the webhook's send parameter by typing the word
trueto send immediately, orfalseto apply it unsent so an agent checks the request first, then Save. - Repeat for each band, so the matching approval and its approvers start automatically from the drop-down selection.
Thresholds keep low value requests moving and put a heavier check on the big ones. A small purchase clears with one manager, while anything over the limit routes to finance or a director automatically, with no agent having to remember the rule.
The quickest way is the SweetHawk Suite: one click installs Approve and the rest of the suite into your account, with a free trial and no credit card. You can also install Approve on its own from the Marketplace.
