Creazione e gestione delle richieste di approvazione (EAP)

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Colleen Hall

Zendesk Documentation Team

Data ultima modifica: 19 mar 2025

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      Max

      Hi, it would be nice : 

      • Being able to pre-configure “Approvals” that the agent can use, autofilling the subject, etc.
      • Being able to use placeholders like ticket.title in the subject
      • Being able to attach ticket comments like when creating a side conversation
      • Being able to have 2 recipients (sometimes we have 2 “approvers”, and we would like to say that we need “only 1” or “both” approvals
      • Being able to create an approval chain

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      Ian Marston

      This would be great once

      1. Combined with macros to define selections

      2. Ability to assign the approval to a group or structure a approval chain in case of absence of an individual

      3. Include external non zendesk users within the company

      A good example of approvals is https://sweethawk.com/zendesk-approve-workflow-app

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      Rahul Narsinghani

      Hi  6898442271386 , 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 1263082149949  1263082214809  

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      Ivan Genchev

      Would be great to have the option to send the request to an Approver group and not only a single person. For example, we want to send the request to the on-duty shift lead. However, if he missed the approval or his shift ends, or somebody entered the incorrect shift lead, other shift leads should also have access to be able to Deny or Approve. Since all of our Shift Leads are added to a single Group, being able to set the approver to the group “Shift Leads” and give the ability to any one of them to Approve/Deny would be very good.

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      KROB

      It looks like there is an approval status on macros, but I don't see anything in macros that will create an approval request. Is this feature in the works? It may be too many steps or difficult for agents to know exactly who to send approval requests to, so macros would take the guessing  out of that.

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      Rahul Narsinghani

      Thanks 1900267053344  for the feedback on the article. 

      Sorry for the inconvenience. 

       

      Here is clarification on the Approvers: 

       

      In EAP, End users or Agents/Light agents can be approvers. 

       

      There is one restriction that the Requester of the Ticket cannot be the Approver on the same ticket that he/she has requested. This restriction also applies to the Agent as well, the Agent that is Ticket Assignee of the ticket cannot be the approver on the same ticket. 

       

      For e.g: 

      1. If R1 is the Requester of Ticket, T1, then R1 cannot be the Approver on the T1. But R1 can become the approver on other tickets like T2, T3, etc.. 

      2. If A1 is the ticket assignee of Ticket T1, then A1 cannot be the Approver on the T1, but A1 can become the approver on other tickets like T2, T3, etc..

        Hope, this provides clarity.

        CC 4734621635354 

       

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      Pedro Rodrigues

      Just as a reference, this feature adds specific ticket tags to requests:

      • zd_es_approval_pending
      • zd_es_approval_withdrawn
      • zd_es_approval_approved
      • zd_es_approval_rejected

      Also, it would be nice if the user who approved/rejected/withdrew could undo it and revert the approval task back to pending, in case there's a mistake or something.

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      Liv

      I have been reading up on the EAP, and it sounds great. I have noticed a slight discrepancy between the help center articles. Please can you clarify what's possible?

      In this article, you note that the requester cannot be the approver. However, in another article (https://support.zendesk.com/hc/en-us/articles/8481179038490-About-approvals-and-how-they-work-EAP#topic_fwz_43s_tdc) It's suggested that a requester can be an approver, at least that's how I have understood it.

      ‘On the Zendesk Suite, agents respond to approval requests from the Agent Workspace. In this context, end users are requesters and are generally not part of the same organization as the agent. However, end users, or requesters, can still approve requests.’

      If you could please confirm the art of the possible (or what will be possible) it would be appreciated. 

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      Rahul Narsinghani

      Thanks Tim, for now, Approvals cannot be triggered via triggers, but will certainly keep it in the roadmap in future planning. We are working on APIs too. will get back on this.
      CC 1263082214809 

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      Tim M

      Can the approval request be created via triggers or automations or the API?

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