Responding to an approval request (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.

As an approver, you’re notified by email when you receive an approval request and can approve or deny the request.

Both agents and end users can be approvers. As an approver, you'll receive approval requests for various things, such as processing refunds or software access. Depending on whether you’re an agent or end user in Zendesk, where you respond to approval requests differs.

This article contains the following topics:

• Responding to an approval request as an agent
• Responding to an approval request as an end user

Related articles:

• About approvals and how they work
• Creating and managing approval requests

Responding to an approval request as an agent

As an agent, you can respond to an approval request from the Agent Workspace. You’ll receive an email notification when your approval is requested.

Responding to an approval request as an agent

1. In the email notification, click Review request.

   

   The ticket with the approval request opens in the Agent Workspace.

2. Review the request, then click Approve request or Deny request.

   

Responding to an approval request as an end user

Note: For end users to be able to respond to Approval requests in your help center, you must update its theme. See Updating your theme with EAP features.

As an end user, you can respond to an approval request from the help center. You’ll receive an email notification when your approval is requested.

To respond to an approval request as an end user

1. In the email notification, click Review request.

   

   If you’re not already logged in, you’ll be prompted to log into the help center.

2. Review the request, then click Approve request or Deny request.