Responding to approval requests as an agent

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As an agent, you can manage approval requests directly from the context panel. You'll receive email notifications for requests assigned to you. Review and respond to requests by approving, denying, or adding comments for more information. Remember, pending approvals keep tickets open, so timely action is crucial. Use the "Your work > Approval requests" section or email links to access requests.

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

Approvers are notified by email when an approval request is assigned to them. The approver is responsible for approving or denying the request, or adding comments requesting additional information. Approvers might 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.

As an agent, you can use the approval request icon () in the context panel to view and create approval requests within tickets you have permission to access, but there are separate, pre-defined lists to help you stay on top of tickets with approval requests you need to respond to.

End users must view and respond to approval requests through the customer portal in the help center. See Viewing and responding to approval requests as an end user.

Important: Pending approval requests prevent tickets from being closed. Therefore, it's important to act promptly to review and respond to approval requests assigned to you.

This article contains the following topics:

• Viewing approval requests assigned to you as an agent
• Responding to approval requests assigned to you as an agent

Viewing approval requests assigned to you as an agent

There are two ways agent approvers can view the approval requests that are pending their response.

To view approval requests for which you are the agent approver

• In Agent Home, click Your work > Approval requests.
• In the email notification, click Review request to open an approval request directly.

  

Responding to approval requests assigned to you 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. Open the approval request.
2. Review the request, then do one of the following:
   • If you need to add notes, comments, or request additional information before you approve or deny the request, enter a comment and click Send.
   • Click Approve request.
   • Click Deny request.