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Customizing approval requests in end-user view
Zendesk Luminary
Posted Mar 11, 2025
Approval requests in the end-user view currently include all ticket form fields, regardless of form conditions. They also present tags rather than values/option titles for drop-down/multi-select fields. This creates a cluttered and confusing display for the end user:
Ideally, the end-user should only see relevant fields with each approval request (either based on existing form conditions or manually configured by an admin), and values should be presented for drop-down and multi-select fields rather than tags.
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4 comments
Rahul Narsinghani
Thank you Samantha Ramirez, for the feedback.
For Approval Requests, the end users can view the fields based on the permissions set by Admin while defining the custom fields. There are the following options to define permissions in Admin center for each custom field:
Customers can view: Agents can view and edit the field. End users can only view the field. It appears in tickets and on end users' requests, but isn't included in the support request form in the help center.
Reference: https://support.zendesk.com/hc/en-us/articles/4408883152794-Adding-custom-ticket-fields-to-your-tickets-and-forms
Suggestion: If you do not wish the End users to view some custom fields, set the permission for that field as Agents can edit.
For Dropdown fields, it is showing the values to the end users.
For Multi-level fields, it shows tags, this issue needs to be brought to Zendesk helpdesk.
CC Michal Klimek Kristina Garfinkel
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Samantha Ramirez
Thanks for your response Rahul Narsinghani. For an Employee Service use case like ours, it's important to consider that our agents are also our customers. For us to move away from our current approval solution we need a great deal more flexibility in how requests are presented to approvers.
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Rahul Narsinghani
Thank you, @Samantha Ramirez, for the details and feedback, we understand your need to customise the approval requests to be presented to approvers. We will certainly keep in prioritisation activity for future development planning.
CC Gaurav Parbat
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Izabella Hammar
Hi,
+1 on this!!
Some fields need to be able to be edited by the requester, when submitting a form.
But that should now always be shown to the approver.
We might want to collect sensetive data in some requests, from the requester, that should not be visble for the approver.
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