Accessing and withdrawing approval requests

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Customer Service Suite

Professional, Enterprise, or Enterprise Plus

Employee Service Suite

Growth, Professional, Enterprise, or Enterprise Plus

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Approval requests let you manage requests for approval from agents or end users. You can view and create these requests using the approval request icon in the context panel. If a request needs changes, withdraw it and create a new one. Only the requesting agent or the ticket's assigned agent can withdraw requests, which helps keep ticket statuses accurate.

Approvals are also available on Employee Service Suite Growth plans and above.

Approvals are requests that agents make on behalf of other agents or end users. Agents send the requests to approvers, who are other agents or end users who have the authority to review the request and approve or deny it.

Unlike many objects and records in Zendesk, approval requests can't be edited after they're created. If any changes need to be made to an existing request, it must be withdrawn and a new request created in its place. After a request is created, there are only two possible ways to resolve it: either it's withdrawn or the approver responds to it.

This article contains the following topics:

• Accessing approvals in the Agent Workspace
• Withdrawing an approval request

To view and respond to approval requests assigned to you, see Responding to approval requests as an agent.

Accessing approvals in the Agent Workspace

Agents can use the approval request icon () in the context panel to view and create approval requests within tickets they have permission to access.

Additionally, agents can use the Your tickets with approval requests view to see a list of tickets assigned to them that have approval requests. This view includes an Approval status column in addition to the more common ticket information. You can sort and filter tickets in a view as needed.

Withdrawing an approval request

When an approval request is no longer required or accurate, the agent who originally requested the approval and the agent currently assigned to the ticket can withdraw the request. No other users have permission to withdraw approval requests.

Note: Pending approval requests prevent tickets from closing. If the approver is no longer a valid user, the request must be withdrawn.

To withdraw an approval request

1. In Support, locate the ticket with the approval request you want to withdraw.
2. Click the approval request icon () in the context panel.
3. Click Withdraw approval request.
4. Enter a Reason for withdrawal.

   The reason can't exceed 255 characters.

   

5. Click Submit withdrawal.

   The approval request is withdrawn and the approver is notified.