Creating approval requests




What's my plan?







Customer Service Suite

Professional, Enterprise, or Enterprise Plus










Employee Service Suite

Growth, Professional, Enterprise, or Enterprise Plus







Verified AI summary ◀▼
Approval requests let you ask other agents or end users to review and decide on ticket-related issues. You can create an approval request within a ticket, select an approver, and provide details for decision-making. This feature helps manage approvals directly in tickets, streamlining communication and decision processes without needing to leave the ticket interface.




Approvals are requests that
agents make within tickets on behalf of other agents and end users. Agents
send the requests to approvers, who are other agents or end users who have the
authority to review the request information and make a decision.
Agents who created the approval request or are assigned to the ticket
associated with an approval request can also respond to requests with
comments within the approval request, share links to the approval request,
and withdraw the request.

To request an approval
In Support, access a ticket.
Click the Approval request icon ( ) in the context
panel.
Click Create approval request.

In the Approver menu, select a group of agents or an
individual who will approve the request.
Note:

The approver can't be the ticket requester,
assignee, or the creator of the approval request.

All groups in your account appear in the list,
but groups with more than 30 agents can't be
selected as the approver.



Enter a Subject. The value can be a maximum of 500
characters.

Enter any relevant details the approver needs to make a decision
in the Description field. Descriptions can be a
maximum of 2,500 characters.


Click Send approval request.




//
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//

