• Responders are users that are responsible for approving and otherwise managing tickets that get submitted under a certain Template
• Only responders have access to ticket actions related to workflow completion, such as approving steps, changing the ticket status, or reassigning the ticket
• Responders are determined by the set of all users defined in the workflow steps (Each user inside a workflow step for a template has the ability to approve steps, complete the ticket, or reassign the ticket).
• Additional Responders can be explicitly set in the Template Editor → Permissions → Additional Responders, which can be users that are not in the workflow steps
• If a ticket is assigned to ****a specific user (under Assigned To in the Ticket Details page), they will always have responder permissions

Looking up Template Responders

• Template Responders can be found in the Template Editor → Summary view. Workflow and additional responders are separated in the UI, but have the same responder level permissions

I am a Responder, why can’t I do X action on a ticket?

• You can hover over the disabled action buttons to get context why you can’t perform a specific action, even though you are a responder
• Changing the ticket status (Complete, Reject, Cancel buttons) can only be done if the ticket is assigned to a user directly. To do this, you can Reassign the ticket to yourself and then change status
• Approve is only available if the current workflow step (first non completed step in the sequence) is your email, or a user group you belong to. You can still approve specific steps as a Responder by clicking the Edit button inside the workflow step card for the specific step.
• Some actions such as Archive require the ticket to be in a specific status