| Suite | Professional, Enterprise, or Enterprise Plus |
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.
Requesting an approval
Agents can create approval requests.
To request an approval
- In Support, access a ticket which requires an approval request.
- Click the Approval request icon (
) in the context
panel. - Click Create approval request.
- In the Approver menu, select who will approve the
request.Note: The approver can’t be the ticket requester.
- Enter a Subject.
- Enter any relevant details the approver needs to make a decision
in the Description field.
- 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
- In Support, locate the ticket with the approval request you want to withdraw.
- Click the Approval request icon () in the context
panel.
- Click Withdraw approval request.
- Enter a Reason for withdrawal.
- 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The approval request is withdrawn.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
- In Support, click
the Views icon (
) in the sidebar. - 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.
9 comments
Tim M
Can the approval requests be created using triggers or automations?
1
Tim M
Can the approval request be created via triggers or automations or the API?
2
Rahul Narsinghani
Thanks Tim, for now, Approvals cannot be triggered via triggers, but will certainly keep it in the roadmap in future planning. We are working on APIs too. will get back on this.
CC Kristina Garfinkel
0
Liv
I have been reading up on the EAP, and it sounds great. I have noticed a slight discrepancy between the help center articles. Please can you clarify what's possible?
In this article, you note that the requester cannot be the approver. However, in another article (https://support.zendesk.com/hc/en-us/articles/8481179038490-About-approvals-and-how-they-work-EAP#topic_fwz_43s_tdc) It's suggested that a requester can be an approver, at least that's how I have understood it.
‘On the Zendesk Suite, agents respond to approval requests from the Agent Workspace. In this context, end users are requesters and are generally not part of the same organization as the agent. However, end users, or requesters, can still approve requests.’
If you could please confirm the art of the possible (or what will be possible) it would be appreciated.
0
Pedro Rodrigues
Just as a reference, this feature adds specific ticket tags to requests:
Also, it would be nice if the user who approved/rejected/withdrew could undo it and revert the approval task back to pending, in case there's a mistake or something.
1
Rahul Narsinghani
Thanks Liv for the feedback on the article.
Sorry for the inconvenience.
Here is clarification on the Approvers:
In EAP, End users or Agents/Light agents can be approvers.
There is one restriction that the Requester of the Ticket cannot be the Approver on the same ticket that he/she has requested. This restriction also applies to the Agent as well, the Agent that is Ticket Assignee of the ticket cannot be the approver on the same ticket.
For e.g:
If A1 is the ticket assignee of Ticket T1, then A1 cannot be the Approver on the T1, but A1 can become the approver on other tickets like T2, T3, etc..
Hope, this provides clarity.
CC Colleen Hall
0
KROB
It looks like there is an approval status on macros, but I don't see anything in macros that will create an approval request. Is this feature in the works? It may be too many steps or difficult for agents to know exactly who to send approval requests to, so macros would take the guessing out of that.
0
ivan.genchev
Would be great to have the option to send the request to an Approver group and not only a single person. For example, we want to send the request to the on-duty shift lead. However, if he missed the approval or his shift ends, or somebody entered the incorrect shift lead, other shift leads should also have access to be able to Deny or Approve. Since all of our Shift Leads are added to a single Group, being able to set the approver to the group “Shift Leads” and give the ability to any one of them to Approve/Deny would be very good.
0
Rahul Narsinghani
Hi ivan.genchev , this is an important need for sending Group approvals. Your feedback is very valuable to us.
We will certainly prioritize this in our future development planning.
CC Gaurav Parbat Kristina Garfinkel
0