| Announced on | Rollout starts | Rollout ends |
| March 05, 2025 | March 05, 2025 | May 31, 2025 |
Zendesk is introducing the Approvals early access program (EAP).
Approvals are requests that agents make on behalf of other agents and end users. You can use approvals to increase agent efficiency, ensure compliance, maintain quality control, and provide transparency within your organization.
This announcement includes the following topics:
What is changing?
Approvals are a new feature that allow agents to send approval requests to other agents or end users that have the authority to make approval decisions. Approvers can approve or deny requests from either the Zendesk Agent Workspace or your help center (if they are end users).
Depending on how your organization uses Zendesk, you can use approvals for both customer service and employee service needs. You may want to use approvals to manage software access requests, payroll issues, and refunds.
Why is Zendesk making this change?
Zendesk is implementing this change so that approval requests can be generated directly within the platform. This gives agents and admins a seamless compliance experience because approvals are monitored and automatically tracked within Zendesk.
What do I need to do?
Approvals are currently in an early access program (EAP) and all accounts are eligible to participate in the EAP. When this feature GAs, it will be restricted to Customer Service Suite Professional plans and above and all Employee Service Suite plans. You can sign up for the EAP here.
We value your feedback. You can share your thoughts in our EAP community or contact your customer success manager.
To learn more, see About approvals and how they work.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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