Verified AI summary ◀▼
Access and manage approval requests in the Agent Workspace using the approval request icon. Share direct links to requests for quick responses from approvers. If a request is no longer needed, you or the assigned agent can withdraw it to prevent ticket closure issues. Remember, pending requests block ticket closure, so withdraw them if the approver is unavailable.
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 If any changes need to be made to an existing request, it must be withdrawn and a new request created in its place. After a request is created, there are only two possible ways to resolve it: either it's withdrawn or the approver responds to it.
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.
Sharing links to approval requests
For approvers who don't frequently work in the Agent Workspace, sending them a direct link to the approval request can help ensure they see it and respond in a timely manner. Sharing direct links makes it easy for agents to follow up on approval requests related to the tickets they're working on.
- Open the approval request in the Agent Workspace.
- Click the link icon ().
- Paste the link into a message or email to the necessary people, such as the
approver.Note: To open the link, the recipient must have permission to access the ticket associated with the approval request or the approval request itself. The link will open the approval request in the Agent Workspace for users with agent access to the request or in the customer portal in the help center for end users.
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.
- In Support, locate the ticket with the approval request you want to withdraw.
- Click the approval request icon () in the context panel.
- Click Withdraw approval request.
- Enter a Reason for withdrawal.
The reason can't exceed 255 characters.
- Click Submit withdrawal.
The approval request is withdrawn and the approver is notified.
