Hello!

We would like to set-up an approval process, so that agents will prepare the reply to a ticket, the reply will be sent to an agent who will act as approver and then the approver should have the option to: 
-Comment requesting for improvement of the reply, in this case the ticket should be sent back to the agent who prepared the reply
-Approve the reply, in this case the email should be sent to the client. 

Any idea how to set this? 

Thanks in advance!