Creating and managing approval requests (EAP)

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Suite

Professional, Enterprise, or Enterprise Plus

Approvals are also available on all Employee Service Suite plans.

Note: Approvals are currently in an early access program (EAP). You can sign up for the EAP here.

Approvals are requests that agents make on behalf of other agents and end users. Agents send the requests to approvers, who are other agents or end users who have the authority to review the request information and make a decision.

Agents can also withdraw and view approval requests.

This article contains the following topics:

• Requesting an approval
• Withdrawing an approval request
• Viewing approval requests

Related articles:

• About approvals and how they work
• Responding to an approval request

Requesting an approval

Agents can create approval requests.

To request an approval

1. In Support, access a ticket which requires an approval request.
2. Click the Approval request icon () in the context panel.
3. Click Create approval request.

   

4. In the Approver menu, select who will approve the request.
   Note: The approver can’t be the ticket requester.
5. Enter a Subject.
6. Enter any relevant details the approver needs to make a decision in the Description field.

   

7. Click Send approval request.

Withdrawing an approval request

You can withdraw an approval request while a decision is pending or after the request has been approved.

To withdraw an approval request

1. In Support, locate the ticket with the approval request you want to withdraw.
2. Click the Approval request icon () in the context panel.
3. Click Withdraw approval request.
4. Enter a Reason for withdrawal.

   

5. Click Submit withdrawal.

   The approval request is withdrawn.

   

Viewing approval requests

You can view tickets with approval requests and the status of the approvals from your Views.

To view tickets with approval requests

1. In Support, click the Views icon () in the sidebar.
2. In your shared views, click either Your tickets with approval requested or Tickets with pending approvals.

   A list of tickets with approval requests displays and the Approval status column shows the status of the approval.

   

   You can sort and filter tickets in a view as needed.