Turning approval requests on and off

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Customer Service Suite

Professional, Enterprise, or Enterprise Plus

Employee Service Suite

Growth, Professional, Enterprise, or Enterprise Plus

Verified AI summary ◀▼

Approval requests are associated with tickets and made by agents for other agents or end users. On Employee Service Suite Growth plans and above, this feature is on by default but can be turned off. For Customer Service Suite Professional plans and above, you can turn the feature on and off as needed. When off, agents can’t submit new requests, but existing requests remain active.

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

This article contains the following topics:

• Considerations for approval requests
• Turning on approval requests
• Turning off approval requests

Related resources:

• Creating approval requests
• Responding to an approval request as an agent

Considerations for approval requests

Before turning on approval requests, consider the following:

• For best results, make sure you share resources and train your agents on the feature before you turn it on so they can use it as intended.
• On Growth and Professional plans, admins and agents automatically have permission to create approval requests. On Enterprise and Enterprise Plus plans, admins and any custom roles created after approvals is turned on have permission to create approval requests by default. However, existing custom roles when approvals is turned on won't have permission to create approval requests until the role's permissions are updated to select Create approval requests. See Permissions that agents in custom roles can have.
• For end users to be able to access approval requests assigned to them, your help center must be on the latest version of the standard Copenhagen theme or you must manually update your custom theme.
• When approval requests are turned on for the first time, approval-related views are activated in your account.

Turning on approval requests

Approval requests are automatically turned on for Employee Service Suite Growth plans and above. On Customer Service Suite Professional plans and above, this feature is off by default but can be turned on by an admin.

To turn on approval requests

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Approval requests.
2. Select Allow creation of approval requests.

Turning off approval requests

When approval requests are turned off, agents lose the ability to submit requests. Existing approval requests continue to function.

To turn off approval requests

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Approval requests.
2. Deselect Allow creation of approval requests.