Rahul Narsinghani

Hi  ivan.genchev , this is an important need for sending Group approvals.  Your feedback is very valuable to us.
We will certainly prioritize this in our future development planning. 

CC Gaurav Parbat  Kristina Garfinkel  

Thanks a lot, Riah Lao for testing the feature and sharing the detailed limitations. We shall certainly work on this feedback and include this feedback in our prioritization process during the next development planning. 

One insight is There are Two views available for Now in EAP: 

1. Your tickets with approval requests  - This shows the list of all the tickets for which you are the Assignee and there is an Approval request submitted. 
2. Tickets that have pending approvals - This shows the list of all the tickets for your Support Group that have pending approvals. 

 
CC Gaurav Parbat Kristina Garfinkel  Michal Klimek 

Thanks, Malach Mochache for appreciating the approvals feature, we are glad that it is useful for you. 

The ability to use a trigger to pre-populate the approval request is in our future development plans and is not developed in EAP.

CC Gaurav Parbat 

Thanks, Dan Ross for the feedback, this is very valuable for us. 

We will certainly consider these areas of improvement in the next prioritization for future development plans.

CC Gaurav Parbat Kristina Garfinkel 

Thank you Izabella Hammar for the question.

Approvals will be available for both Employee Service Suite and Support(CX) Suite Plans. 

Approvals will also be available for all customers on the following Support Suite plans:

1. Suite Professional
2. Suite Enterprise and
3. Suite Enterprise Plus.

Customers on other plans can also participate in the EAP, but the feature is available only to customers on the above plans. Others will have to upgrade their plans.

CC Gaurav Parbat 

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 

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:

• Agents can edit: Only agents can view and edit the field. It appears in tickets.
• Customers can edit: Agents and end users can view and edit the field. It appears in tickets and the support request form in the help center.

• 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 
   

Thanks Tahoor Khan for the feedback, for EAP, we do not have Group approvals. 
We certainly will look into this feature in the future development planning process.
We do understand the need for sending it to group approvals is important. 

CC Gaurav Parbat Kristina Garfinkel 
 

Thanks Richard J  for valuable feedback and testing this feature, because of your support, we developed the cool features. 

This in-app notification is yet to be developed. 

CC Kristina Garfinkel 

Thanks Evan Conte and Michael, we do understand the need for permissions and thank you for the valuable insights. 

The Permissions will be developed during GA.