Sana Stephens

Approval Template

Right now the approval request is very simple which is nice. However, if we could apply an approval form, with required fields that would be great.  We have multi-brand and we also have multiple products within a brand.  It would be nice if we could restrict the Approval Request icon to certain brands/forms that require approval. In addition, many of our approval request are around SOW so the ability to attached the SOW/document would be nice.

• By adding an approval template, we'd also like the option to assign our own tags based on the type of approval.

Approval User Types:

Agents: In most cases, light agents would be approvers (for example, managers or executives) that don't answer tickets but need to give approval. It would be nice if both Full and Light agents can be approvers. 

End Users: Like above, we'd need the ability to assign end users to an approval group(s) within an organization.  If only 1 approval group is allowed per organization, we'd need to have the option to send to that group, or add 1 or more people from the approval group. There could be different sets of approvers based on the type of approval request.

• Where a user is part of multiple organizations, we'd need the approval request to first look at the organization assigned to the ticket to pull the approval users/groups, not all the approval groups across all the organizations the users is under.

End User Email Approval: 

Not all organizations allow end users to access the support portal. Therefore all contact with the client is via email, we'd need a way to email the approval request to the end user and not force them to login to the support portal to approve or deny the request.

Reporting:

It would be good to have a way to report on approvals in reporting and the dashboard.  We create scheduled dashboards for a few clients and where a client requires an approval process we need a way to track approvers for an organizations but also who approved a specific request, denied requests, # of requests on a ticket, # of withdrawn request, withdrawal reason.

Multiple Approvers: We have two examples of this type. 

1. We need more than 1 approval on a ticket like the above request, i.e. more than one department needs to give approval.  It would we nice if we could add an order to the multiple approvers as well, meaning it would first need to be approved by say InfoSec, before going to Legal.  If it is denied by InfoSec then the approval from Legal wouldn't go out until the issues with getting InfoSec to approve it is resolved.

2. We only need 1 person to approve it but we'd want the option to send it to multiple people to approve.  Any one of them can approve it. We'd also want the ability to set a trigger notification, so once it was approved, all approvers emailed requesting approval are informed that the request was approved and no additional action is required at this time.

Has there been any movement on this enhancement request?

I created a ticket Friday the 17th, with Zendesk support because the placeholder doesn't work in a macro but if I manually paste the placeholder into the ticket comment section it does, which doesn't make sense.  I'll let you know once I hear back the resolution. I think it also works in a trigger, but I haven't confirmed because I don't want to force my team to add a tag to the ticket to send CSAT email, I want to use a macro.

I just tried using this placeholder with the new CSAT and it doesn't work in macros.

I have a Category with 10 sections with articles in each section.  However I have one section that has only 2 additional sections with articles in those subsections but the two sub section aren't displaying on the category page.  I have to click into the section to see the sub sections.  Is there a way to update the HTML to display the down to the 3 level of sub sections?  

Specifically the 3rd level sub section isn't displaying on the Category or Section pages.  I have to click into the 2nd level section to see the 3rd level sections and the underlying articles in those sections.

This recently came up for my firm and I couldn't believe there wasn't a way to permission schedules in custom roles.  We have multiple brands and I don't want to make every manager/department head that should have the ability to upload holidays and adjust their support hours an Admin.  Please prioritize or let us know if you need more use cases to help push the need for this functionality.

Its unfortunate this is set to not planned, especially with the new EAP on creating branded spaces on the support side.  That is our use case, we have organizations that are in different brands and today the only way to can manage it is very manual and no allowing but a small number of people the ability to create organizations because we CAN'T stop the domain from being added automatically. Our clients are banks and financial firms that have internal walls between different teams so we have to keep the users separate so 1 they can't see other tickets from groups outside their Organization and 2. content in the support portal is also siloed.

It would be extremely helpful to update the article language in bulk.  We have 3 different English options now that we've merged our Zendesk instances and no way to bulk update the language.

The multi organization didn't really work in practice.  It added the first organization but didn't add the second.

Nice updates. The new support in the csv imports to add multiple organizations to a user very helpful.  Is there a way to update the time zone via the csv format?