Employee Service

Allowing tickets to be updated via triggers based on approvals. For example a ticket being placed on hold and re-opening when approval has been updated. 

This is a good start, but we hope for additional functionality: Trigger an approval request to be sent (like we can do for Side Conversations, SC) Use macro to create an approval request (like we can do for SC) Add comments and attachments from the main ticket conversation (like we can do with a Side for SC) 

We are happy to announce an Approvals feature for Agents so that they can send the approval request to other users in Zendesk. See also the feature documentation.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 visibili

Approval requests in the end-user view currently include all ticket form fields, regardless of form conditions. They also present tags rather than values/option titles for drop-down/multi-select fields. This creates a cluttered and confusing display for the end user: Ideally, the end-user should only see relevant fields with each approval request (either based on existing form conditions or manually configured by an admin), and values should be presented for drop-down and multi-select fields rather than tags.

Hello everyone,Thank you so much for your participation in the Approvals Early Access Program! We’re incredibly grateful for the time, insights, and feedback you’ve shared with us. As we now begin rolling out Approvals for General Availability (GA), the EAP has officially concluded. This week, all EAP accounts will be upgraded to the GA experience, and we’ll be closing out related EAP community posts.Thanks to your feedback, we’ve introduced several key improvements to the feature: Agent Home now displays both pending and historical approval activity Role-based permissions give admins control over who can create and withdraw approval requests Tickets with open approval requests cannot be marked as solved (compliance safeguard) Reporting in Explore helps you track volume, status, and resolution trends Looking ahead, we have an exciting roadmap with upcoming capabilities like group approvals, “approve via Slack/Teams,”

To keep an agent within the agent workspace, they should receive a Zendesk notification of new Approval request received. Or this could be at least optional and a personal setting to decide to receive notification by Zendesk or email.

Some feedback after early trials. Overall, I love the idea, but there's some key areas that need polish before this is something I'd put in front of a client. Limitation of 1 request per ticket - This alone makes it unsuitable for some more complex workflows. Having the ability to request approval for different actions (ex: "can support assume into your account?" can lead to “We need to upgrade your production instance - do you approve of this change?”.  We need to log each approval. They may also be subject to different approvers.End User Display - When an end-user is seeing the approval screen - let us control the ticket fields shown. Some fields do not need to be shown, whereas others do. I attached an image, there are two fields that I don't want shown in this context.  Additionally, for custom dropdowns, the UI only displays the tag value, not the label for the option. Ick! 

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 appro

It would be great if this feature when activated would automatically create an “Approval Status” drop-down field inside the ZD which can then be added to forms.  This field would directly sync with the status from within the app and the values in the field would be “Decision Pending”, “Approved” and “Rejected” The value of this field is 2 fold:  1. The field can then be used in columns inside any view2. It's easier to report on drop-down field values then tags in explore.   

Hi, is there any way to create a Macro, to start a Approver Session with Template instead  ofalways search manually for names / add similar subjects ad text?I want quick Approve / Request Actions here.Thanks.

Hi, Can these limitations be addressed in the roadmap soon? Approvals can be assigned to just one person for now (instead of a group) Approvals can only be managed (approved/rejected) via an email There were no notifications inside Zendesk that a request was approved in the test ticket, but an email was indeed received. However, this part can be resolved with a trigger. No template to add for approvals. Approver need to open the ticket and review it one by one. There is no "Approval View" to check all requests with approvals. Thanks!

Hi, Will Approvals only be available for Employee Service Suite?

Hi, if we send to a Consumer or by mistake, the URL to vote go to error page in Helpcenter, may this need prevented.

Can we add a Group that we created in Zendesk? Suppose we have a Managers group and an agent generates an approval workflow for the group triggering an email and a slack message. If anyone from that group can approve the request, the request status will be approved. Do you have something in works for a use-case like this?  

Will there be permissions available for Approvals? We would like to test pilot this with certain Groups and see how to goes.

Good morning,We just set up with the EAP and one of the first things we noticed is that there is neither a Column nor a Condition for Approver in Views.For example,  We'd like to create a view for Tickets Pending My Approval that only show tickets where the Agent (Current User) is the Approver listed in the Approval Request, so they know they need to take action. We'd like to add a Column to the Approvals views that identify who the Approver is without having to open the ticket itself.

You can only create 1 approval request on a ticket.  I see it being more useful that you might be able to manage multiple approval requests on a ticket, as you might have back and forth on a complex ticket, and require the need to send multiple approvals.

Hi, is there a way to trigger an Approve via E-Mail to the approver?Does this E-Mail can contain Approve / Deny button?

Hi, any API available to generate Approve request?

How to add feedback?There are two ways to leave your feedback in this user forum: Create a new post Comment on an existing post Have a look at the existing posts in this forum, and see if you can benefit or contribute to the feedback that others are discussing. If no existing posts seem relevant, then feel free to create a new post. Suggested guidelines for giving feedbackWe value your feedback, no matter what it is. We encourage you to tell us what you like, and dislike, and where you could see improvements. We'd like to see a healthy forum for discussion, but we can't do that without just a little bit of effort from everyone. Here are a couple of pointers that will help us understand your feedback and work with you to make the Approvals feature the best for you: When you see something you dislike or see something you'd like improved, write it down and think about it for a little while

To sign up for Approvals EAP please complete this form. Once you submit the details in this form, we will activate the approval requests feature for your account. Your agents will then be able to use it to send approval requests, and approvers can make the necessary approval decisions. How to provide the feedback?We value your feedback, so please share your thoughts in our EAP community, or feel free to email us at rahul.narsinghani@zendesk.com, or discuss it with your respective Customer Success Manager (CSM).We would appreciate your input on the following:1. How can we enhance this feature?2. In what ways, if any, do you envision using this new feature? Note:This is an EAP for all customers on the following Support Suite pla