Announcing Approvals EAP | Community
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Announcing Approvals EAP

  • March 5, 2025
  • 6 replies
  • 0 views
Shawna11

We are happy to announce an Approvals feature for Agents so that they can send the approval request to other users in Zendesk! 

 

Please view the feature documentation for more information.

 

Why did we build it?

  • Increase agent efficiency: Approvals in Zendesk remove the need for manual interventions or dependence on external applications.
  • Ensure compliance: Track approval decisions within Zendesk to ensure adherence to your organization’s compliance policies.
  • Maintain quality control: Add an approval step into your organization’s standard operating procedures to uphold quality assurance.
  • Provide transparency: Requesters and approvers have visibility into the status of approval requests.

For more information and to view our Communtiy landing page for this EAP, please go here. Thank you and we look forward to your participation.

      6 replies

      Ian11
      • Ian11
      • March 31, 2025

      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

       

      Rahul15
      • Rahul15
      • April 1, 2025

      Thanks, @ian11, this is very valuable insight and feedback for us. We shall certainly include this in our future roadmap planning activity.

      CC @kristina garfinkel  @gaurav12 

      Vancouver
      • Vancouver
      • July 9, 2025

      Hello, it seems that the ticket field “Approval Status” suddenly got locked(grayed out) and cannot be manually changed. It only works by manually changing the tags. It also disappeared from the trigger conditions.

      I provided this feedback in https://support.zendesk.com/hc/en-us/articles/8481179038490-About-approvals-and-how-they-work-EAP

      And there hasn't been a response since May, is this EAP abandoned?

      Elaine14
      • Elaine14
      • August 5, 2025
      Hi Ivan,
       
      Thank you for bringing this up. I see that there is already an existing ticket request regarding this issue, so we'll proceed from there and keep you updated on any developments.
       
      Appreciate your patience!
      Vancouver
      • Vancouver
      • August 6, 2025

      Hello @elaine14 , the support request was not helpful ot all: “I have confirmation from the team, as of now there is no way to change the approval status of a ticket with a trigger. This behaviour is expected.”

      It makes no sense to me to remove a useful feature and call it “expected behaviour”, the feedback I provided during the EAP was ignored and it was launched without the most useful feature for our team. What's the point then?

      Elaine14
      • Elaine14
      • August 6, 2025
      Hi Ivan,
       
      Thank you for sharing your concerns. I understand how important this feature is for your team.
       
      The team is aware of the feedback received during the EAP, and we are actively reviewing potential improvements based on customer input.
       
      We’ll continue to monitor this request and post any updates on any progress or changes. Your patience and feedback are greatly appreciated as we work towards enhancing the feature.
       
      Please feel free to reach out if you have any further questions or input!
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