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Customizing approval requests in end-user view

  • March 11, 2025
  • 5 replies
  • 0 views
Samantha11

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.

      5 replies

      Rahul15
      • Rahul15
      • March 13, 2025

      Thank you @samantha11, 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 
         


       

      Samantha11
      • Samantha11
      • Author
      • March 14, 2025

      Thanks for your response @rahul15. For an Employee Service use case like ours, it's important to consider that our agents are also our customers. For us to move away from our current approval solution we need a great deal more flexibility in how requests are presented to approvers.

        Rahul15
        • Rahul15
        • March 18, 2025

        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 @gaurav12 

        Izabella11

        Hi,

        +1 on this!!

        Some fields need to be able to be edited by the requester, when submitting a form.
        But that should now always be shown to the approver. 

        We might want to collect sensetive data in some requests, from the requester, that should not be visble for the approver.

         


         

        Elaine14
        • Elaine14
        • August 31, 2025
        Hi Izabella,
         
        Thanks for raising this—it's a great point! Allowing requesters to edit certain fields while keeping some information hidden from approvers would definitely improve both flexibility and privacy. Collecting sensitive data without exposing it to approvers is important, especially to maintain confidentiality.
         
        Hopefully, this kind of granular control over field visibility and editing permissions can be prioritized in future updates. It would be fantastic to see these enhancements incorporated to better address different use cases.
         
        Appreciate you highlighting this need!
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