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How to Configure Internal Workflows in ProProfs Help Desk

If your support tickets need manager approvals, internal reviews, or multi-step sign-offs before action can be taken, Internal Workflows (Internal Help Desk) help you keep everything structured, visible, and moving—without back-and-forth emails or missed handoffs.

This guide walks you through setting up internal workflows step by step, so approvals don’t slow down ticket resolution.

What Are Internal Workflows in ProProfs Help Desk?

Internal Workflows, also known as an Internal Help Desk process, let you create a structured, step-by-step approval flow for tickets that require internal review.

Each request is routed to the right approver, in the right order, with clear visibility into who needs to act next.

In short, they help you avoid delays, unclear ownership, and manual follow-ups when handling sensitive or escalated requests.

When Should You Use Internal Workflows?

Internal Workflows are ideal when:

Tickets require manager or senior-team approval.
Decisions involve multiple internal stakeholders.
Requests must follow a defined escalation or review process.

Common examples include:

Refund or credit approvals (Finance teams)
Service escalations (Customer Support leads)
Access or permission requests (IT teams)

Benefits of Using Internal Workflows

No more guessing who’s next – See exactly where a request stands and who needs to act.
Faster approvals – Keep requests moving without emails or reminders outside the ticket.
Controlled access – Decide what approvers can view, edit, or attach at each step.
Consistent processes – Ensure every approval follows the same rules, every time.

In This Article, You’ll Learn How To:

Before You Start

Before creating an internal workflow, make sure:

You have admin or workflow configuration access.
You’ve identified who needs to approve each step.
You understand what should happen if a request is rejected.

Most teams can set up their first workflow in under 10 minutes.

How to Configure Internal Workflows in ProProfs Help Desk

Step 1: Open Workflow Settings

Log in to your ProProfs Help Desk account.
Click Settings from the top navigation menu.
In the left sidebar, select Workflows → Internal Workflow.

Step 2: Create a New Workflow

Click New Workflow.

Enter the following details:
- Workflow name (for example, “Refund Approval Flow”).
- Description outlining when this workflow should be used.
Click Next to continue.

Clear names and descriptions make workflows easier to reuse later.

Step 3: Add Workflow Steps

Once the workflow builder opens:

Click Add Step (+) to create your first approval stage.
For each step, define:
- Step name
- Step description
- Assigned approver (team or individual user)

This ensures requests are routed to the correct person without manual follow-ups.

Step 4: Set Step Permissions and Controls

Each step can have specific permissions for approvers. You can allow or restrict actions such as:

Adding internal notes
Attaching supporting files
Viewing or editing ticket fields

These permissions apply only within the workflow and do not affect overall ticket access.

Step 5: Add Workflow Custom Fields (Optional)

If approvals require structured information—such as priority level, department, or approval reason—you can add workflow-specific fields.

You can:

Select an existing workflow field
Create a new custom field from settings

This helps approvers make decisions without requesting additional clarification.

Step 6: Save the Step Configuration

Click Save in the step panel before moving on. Unsaved steps will not be included in the workflow, so saving at each stage helps prevent errors later.