List should only include Agents maybe?

Thanks Tobias for the insights. 

What is the expectation if the approval request is sent by mistake to the customer? Request to provide some more details of this scenario.

Hi Rahul,

as long as we don´t have Templates, Agent need to find related Approval Person quickly.

i.e. Teamleader Name is “Bhavesh”.

He may have 10 User Accounts (his Company Mail, Test Mails, Private Mail, Multiple User named Bhavesh …)

There is only small “Agent Icon” on the list, so chance an Agent send to wrong person is quite high.

In case of External Approver (enduser) can not approve things, as button leads to Error 404 on Helpcenter it anyway doesn´t make sense.

So some setting / optimization around the list should be there. Maybe directly with config rules like Agent X can only select Person Y or depending on Ticket Form / Process only some people will show up as Approver.

Realistic scenario:

A customer want a Warranty Credit and credit need to be approve by two Person:

a) Teamlader for Approve there is no more technical solution
b) Finance for Approce of Credit

App currently can only take 1 Approval per Ticket
Agent need find out a right person out of thousand

Easier:

Form is: RMA
Custom Field is “Credit Request”

Approver List > Agent A
Approver List > Agent B

or

Macro “Credit Request”
> Execute 2 Approval per Template

:)

Thanks!

Same feedback but slightly different reason. We would use this for internal use only, and see it as a risk that agents might send info externally to a customer by mistake.

Would be great to have the option to only show Approvers who are staff/agents/light agents etc

Thanks Richard J, this is great feedback - Ability for Admin to configure to show only Agents in the Approvers list or Admins can choose to show both Agents and Endusers in the approver list. 
We will consider prioritizing this in the next development plan. 
CC Kristina Garfinkel 

Thanks Tobias Hermanns for the detailed description of the use case and we understand the need for the Ability for Admins to configure Approval templates. 
This will certainly be taken into priority when we plan the next development work for the future. 

Rahul Narsinghani Would it be worth considering both Agent & Light Agent as separate options to end-users also? It's very likely that ‘Light Agents’ be Internal Users to the business but not requiring a full-license for approval tasks.