Approval EAP Feedback

We appreciate the opportunity to provide feedback on your Approvals EAP. This functionality is a critical addition for Zendesk.

After upgrading our custom theme and installing the EAP in our Sandbox environment, we identified a key issue: the requirement for end-users to access the help center to approve requests. Our users are accustomed to approving requests directly from email. When attempting to approve via the help center, users were unable to view pending requests. Our users rarely log in to the help center. Therefore, end-users must be able to approve or deny requests directly from the email notification, eliminating the need to access the help center.

Additional Feedback:

• Group Approvals: Implement the ability to assign approvals to a group, allowing any authorized member to approve requests. This ensures timely approvals, even when specific individuals are unavailable.
• Multiple Approver Groups: Enable the creation of multiple approver groups, reflecting the diverse approval workflows across our product lines. This is crucial for scenarios requiring multiple levels of authorization.
• Reporting & Audit: We require comprehensive reporting on approvals for audit purposes. This includes data on the type of access requested, the approver, approval duration, and the number of approvals sent, approved, and denied, categorized by product.
• Pre-populated Approval Requests: Allow pre-population of approval requests with data from the ticket form, including custom fields. Configurability is essential to accommodate our multiple products.
• Mixed User Types: Support sending approval requests to both end-users and light agents, enabling direct approval from email for all user types.