Hello there,
End User send his/her ticket to his/her manager/HOD, after approval, forward to support/agent.
@ntozier has already described this many times: osTicket does not have a built in "ticket approval process".
https://forum.osticket.com/d/97819-dual-approval https://forum.osticket.com/d/99888-multi-level-approved-osticket ...
