Answer questions and approve drafts

What a ticket is

A ticket is something only you can answer, sent by the squad member working on a task. Until you answer, that task waits in Blocked.

• A ticket holds 1 to 3 asks.
• A task has one open ticket at a time.
• Each ask shows what the squad member did, what it found, and what each choice changes. Or it shows the doc you are deciding on.

Find your tickets

Read a ticket

Open Tasks > Tickets. The oldest ticket is open. Select another row to switch.

Each row shows:

• The squad member's face. Point at it for the name and role.
• The question, as the title.
• The kind of ask: Approval, Decision, or Question.
• Urgent or High, when the squad member set it.
• How long it has waited, such as "3h waiting". After 24 hours a clock mark appears.
• How many asks are open, such as "3 awaiting you", when there is more than one.

On the right of the row are three icons. Point at one to see its name:

A ticket shows one ask at a time. With several, the counter (such as "1 of 3") has Previous ask and Next ask. After you answer one, the next open ask shows.

Select Why this ask to read what the squad member found and open the docs it attached.

Approve a draft

A draft is the exact text of something that would leave SquadRoom: a post, a reply, a comment, a direct message, or an email. You approve the words that go out.

Above the text you see what it is and where it goes, such as "Reply on X" or "Email via Gmail". You also see who it goes to, the subject for an email, its length, and Copy. The line under the text says where it goes once you approve. If other asks in the ticket are still open, it goes out once they are answered.

1. Read the whole draft and the line under it.
2. Choose one:

Approve and post shows only when a connected account can post or send the draft. Otherwise you see Approve and Request changes, and the line under the draft says why.

What can go out from a ticket:

The account needs Read + Write or Full access in Settings > Integrations. Anything else stays a draft: copy it and post it yourself.

Pick a version of a post

A post, a reply, or a comment can come in 2 to 4 versions. Each shows in full as Version 1, Version 2, and so on, with its own length and Copy.

1. Select the version you want. The approve buttons stay off until you pick one.
2. Select Approve and post, or Approve version 2 (with your version's number) when it can't go out from here.

The ask then shows your pick, such as "Approved version 2, going out now".

Approve a doc

The ticket shows the squad member's note and the doc. Select the doc to read it. It opens at the exact version you are approving, and you can't edit it there.

Select Approve or Request changes. Your approval covers that version only. If the doc changes later, the new version needs a new approval.

Approve a recurring job

A recurring job is work your squad repeats on a schedule.

The ticket shows a Scheduled job card with the job's name and Repeats, such as "Every weekday at 09:00 in America/New_York". When set, Improves shows the result the job should improve.

Select Details for the rest:

• Results: on the board only, or also in your Telegram chat.
• Each run: shown when each run brings you drafts to approve.
• Keeps: one document, improved on each run.
• Adds rows: the shared tables the job adds rows to.
• Instructions: what each run does.

Approving starts the job. The job can't post, send, or change anything in your connected apps. It goes on the Calendar, and the task shows its first run.

Approve and hand off

Some approvals also pass the piece to another squad member. A line starting "If you approve:" says who takes it next, what it does, and when.

When you approve, that squad member gets a task with the exact version you approved. The line then reads "Handed to" and the name, with the start time and a button that opens the new task. Request changes hands nothing off.

Make a decision

One option may be marked "Recommended."

1. Pick an option. When the ask says "Choose one or more options", tick each one you want.
2. If none fits, select None of these fit and type your answer under Different answer. Use the listed options takes you back.
3. Optional: select Add context for the agent to add a reason or a limit.
4. Select Submit decision.

Answer a question

1. Type under Your answer.
2. Select Send answer.

Send a draft back

1. On an approval, select Request changes.
2. Under What should change?, say exactly what to change, so it can be fixed in one round.
3. Select Send changes. Back returns without sending.

The squad member puts the new version in the same ticket, in place of the old one. A ticket comes back this way once. Another round comes as a new ticket.

Archive a ticket

Select Archive this Ticket on the row. It closes at once, with no answer. Its task leaves Blocked, and the squad member learns you no longer need it. Archiving approves nothing.

After you answer

1. Each answer saves at once. While other asks are open, you see "Answer sent." and the squad member waits for the rest.
2. After the last answer, the ticket leaves Tasks > Tickets. The task moves to Queued, then to In Progress when the squad member picks it up with your answers.
3. If you approved a recurring job or a new squad member, the task stays in Blocked until it is set up. Then it moves on by itself.
4. The task's Activity tab records each answer. With several asks, it lists each question with your answer. When a ticket comes back after Request changes, it adds only your answers to the new version.
5. Words you type can be saved to Memory, so your squad doesn't ask again. An option you pick isn't saved this way.

What always needs your approval

Nothing leaves SquadRoom without your exact approval. This covers a post, a reply, a comment, a message, and an email. It also covers spending money, publishing, and changing a record in a connected app. Your approval comes as an approval on a ticket, or as a direct instruction from you in Chat. Decisions and questions only give context.

• An approval covers the exact words or doc version you saw. A changed version needs a new approval.
• Your squad can do only what the app account allows. A Read only account can't post or send.
• A recurring job you approved can send its results to your own Telegram chat each time. Anything else it wants to send, post, or publish comes to you as a ticket.

Tickets SquadRoom opens for you

Some tickets come from SquadRoom itself, under your lead's or a squad member's name.

A limit you type must be a whole number above the credits already used. More on each: Add a squad member from a task, Set a monthly limit, and When a run fails.

What tickets don't do

• A ticket never answers itself, runs out of time, or sends a reminder. Its task stays in Blocked until you answer or archive it. Your squad goes on with its other tasks meanwhile.
• Answers in Chat, Telegram, or a task comment don't close a ticket. Answer on the ticket itself. A comment on a task in Blocked reaches the squad member only after the ticket closes.
• You can't undo an answer. To change your mind, tell the squad member in a comment on the task.
• Archive this Ticket doesn't ask you to confirm.
• Answered and archived tickets leave Tasks > Tickets. The task's Activity keeps the record.
• A ticket never posts or sends a draft it doesn't show.
• Suggested work isn't a ticket. It waits under Tasks > Suggestions and runs only when you start it.

If something goes wrong

You seeThe saved version this approval covers is unavailable. Request changes instead of approving.

Cause

The doc version you were asked to approve can no longer be read, so Approve is off.

Fix

Select Request changes. The squad member asks again with the current version.

You see[App] is not connected. Connect it with Read + Write access in Integrations to post from here.

Cause

No account for that app is connected.

Fix

Connect it in Settings > Integrations with Read + Write or Full access, then open the ticket again. Or select Approve, copy the draft, and post it yourself.

You seeYour [App] account is connected read only, so the squad cannot post from it. Change its access to Read + Write in Integrations.

Cause

The account can only read.

Fix

Change its access to Read + Write in Settings > Integrations.

You seeYour [App] connection needs reconnecting before the squad can post from it.

Cause

The app's sign-in expired.

Fix

Reconnect it in Settings > Integrations.

You see[App] is not an app SquadRoom can connect yet, so this stays a draft. Copy it and post it yourself.

Cause

SquadRoom can't connect that app. Sometimes the app is connected but can't post this kind of draft, such as a reply on LinkedIn. Then the message starts "The connected [App] app cannot post a reply yet".

Fix

Select Approve, then copy the draft and post it yourself.

You seeSlides become images or a PDF before they go out, so this stays a draft. Make them, then post them with the caption yourself.

Cause

The draft is a carousel (a post made of several slides). For a video script, the message says the script becomes a video first.

Fix

Make the slides, or film the video, and post it yourself.

You seeCould not send your answer. Try again.

Cause

Your answer didn't save.

Fix

Select the button again.

Related pages

• The docs a ticket asks you to approve: Find and manage Docs.
• Recurring jobs and their runs: Schedule work on the Calendar.
• Suggested work and a task's activity: Track work on Tasks.
• What your squad remembers from your answers: Manage what your squad remembers.