Action: add-manager-as-approver

The Myndbend™ Process Manager action add-manager-as-approver can be used to automatically add a manager as an approver. For example, if a direct supervisor is expected to review, and approve or deny, any request by staff members for a new or replacement laptop (for example), Myndbend Process Manager can expedite the process by adding the manager as an approver on the request ticket automatically when it is created. 

How do I define staff-manager relationships in MPM?

To indicate the staff-manager relationship, all staff user profiles in Zendesk will need a new tag "subordinate_of_ID", where ID is the number found in the manager's Zendesk user profile URL.

Whenever this staff member submits a request, Zendesk automatically copies the user's tags to the ticket. Hence, subordinate_of_ID tag will be present on the newly created ticket. Large accounts may look to apply these tags via the Zendesk API. 

To use MPM's add-manager-as-approver action, we first need to locate the ID of the manager. We can do this using the following steps: 

1. Navigate to Zendesk Settings > People
2. Search for the manager and click on the user's name
3. Copy the Zendesk ID from the URL. For example: 

https://yourdomain.zendesk.com/agent/users/123456789/requested_tickets

Now, we need to add that tag to the staff's profile. We can do this using the following steps: 

1. Navigate to Zendesk Settings > People
2. Search for the manager and click on the user's name
3. Add the "subordinate_of_ID" in tags located in the left part of the user's profile

How do I use this action?

Create a Zendesk trigger with conditions that match the moment when you want to add in the approver. 

Then set the action in MPM. For the action, select Notify Webhook - MPM Webhook. You will be presented the option to paste in the message that will be sent to our servers. 

The message for this action is: 

{
    "action": "add-manager-as-approver"
} 

Using this message, each time the trigger is fired, it will automatically add the manager of the user that submitted the ticket. 

Alternatively, you can also have a custom user field added to the user's profile that will contain the manager's ID and use the data in that field to add in the approver. This is useful if the user has different levels of management, and you need to add only some. In that case, you can use Action: add-approvers-by-id and send the value of the specified field to the target. 

In case the custom field contains the manager's email, you can also look into using Action: add-approvers-by-email.

Myndbend™ Process Manager also offers an option to search for a particular user and add that user as an approver. This comes in handy if you've imported the user relationships from an external source, such as Active Directory. This can be done using the Action: search-and-add-approvers.