Responding to approval requests as an agent



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Growth, Professional, Enterprise, or Enterprise Plus







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As an agent, you can manage approval requests directly from the context
panel. You'll receive email notifications for requests assigned to you.
Review and respond to requests by approving, denying, or adding comments
for more information. Remember, pending approvals keep tickets open,
so timely action is crucial. Use the "Your work &gt; Approval requests"
section or email links to access requests.




Approvals
are requests that
agents make on behalf of other agents and end users. Agents
create
requests and send them
to approvers, who are other agents or end users who have the authority
to
review the request information and make a decision.


Approvers are notified by email when an approval request is assigned
to them. The
approver is responsible for approving or denying the request, or adding
comments requesting additional information. Approvers
might receive approval requests for various things, such as processing
refunds or software access. Depending on whether you’re an agent or end
user
in Zendesk, where you respond to approval requests differs.


As an agent, you can use the approval request icon ( )
in the
context panel
to view and
create approval requests within tickets you have permission to access,
but
there are separate, pre-defined lists to help you stay on top of tickets
with approval requests you need to respond to.


End users must view and respond to approval requests through the customer
portal
in the help center. See
Viewing and responding to approval
requests as an end user.


Important: Pending approval requests
prevent tickets from being closed.
Therefore, it's important to act promptly to review and respond to approval
requests assigned to you.


This article contains the following topics:


Viewing
approval requests assigned to you as an
agent


Responding to approval requests assigned to you as
an agent






Viewing approval requests assigned to you or your group as an agent



There are two ways agent approvers can view the approval requests
that
are pending a response from them specifically or someone in a group
they are a member of.


To view approval requests for which you are the agent approver


In
Agent Home,
click Your work > Approval requests.


In the email notification, click
Review request
to open an approval request directly.










Responding to approval requests assigned to you or your group as an agent



As an agent, you can respond to an approval request from the Agent
Workspace. You’ll receive an email notification when your approval
is requested.


Note: When an approval request is
assigned to a group of agents, anyone in
the group can respond to the request. The first agent to approve
or
deny the request becomes the approver. Within the approval request,
the approver field is updated to reflect both the group it was
originally assigned to as well as the individual within the group
who responded to the request in the following format:
Group
name/Individual responder.


Responding to an approval request as an agent



Open the approval
request.


Review the request, then do one of the following:


If you need to add notes, comments, or request
additional information before you approve or deny
the request, enter a comment and click
Send.


Click Approve request.


Click Deny request.










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