Managing Status Changes in FreshDesk for Finance

1. Understanding the Workflow:

Each request that comes into the Finance group may have different statuses that are critical to our operations. It’s important to handle these statuses accurately to ensure smooth financial processes.

2. Status Changes Overview:

A. All Requests

• SubStatus: Needs Approval
  • Action: Ensure that the request is marked as "Needs Approval" in the primary status field within FreshDesk.
  • Notes: Promptly follow up with the relevant stakeholders to obtain the necessary approvals.
• SubStatus: Approved
  • Action: Update the primary status field in FreshDesk to "Approved" once the request has been authorized.
  • Notes: Make sure to document the approval process and any conditions or notes provided by the approver.
• SubStatus: Rejected
  • Action: Change the primary status field in FreshDesk to "Rejected" if the request does not meet approval criteria.
  • Notes: Include reasons for rejection and any suggested actions or corrections.
• SubStatus: Expired
  • Action: Update the primary status field in FreshDesk to "Expired" for requests that are no longer valid or have surpassed the approval deadline.
  • Notes: Notify relevant parties about the expiration and document any follow-up actions required.

3. Best Practices:

• Always double-check that status updates are accurately reflected in FreshDesk to avoid miscommunications.
• Provide clear and detailed notes for each status change to ensure that all team members and stakeholders are informed.
• Regularly review and follow up on open requests to prevent delays in the financial process.