Responding to approval requests as an agent

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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.
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<p class="p" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8481179038490" target="_blank">Approvals</a>
are requests that
agents make on behalf of other agents and end users. Agents
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8481158639770" target="_blank">create</a>
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.
</p>
<p class="p">
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.
</p>
<p class="p">
As an agent, you can use the approval request icon (<img class="image" id="topic-1__image_amv_ths_ydc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/contextpanel_es_approvals_icon.png" width="22">)
in the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context panel</a>
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.
</p>
<p class="p">
End users must view and respond to approval requests through the customer
portal
in the help center. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837910426#topic_ay1_m3h_zfc" target="_blank">Viewing and responding to approval
requests as an end user</a>.
</p>
<div class="note important">
<span class="importanttitle">Important:</span> 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.
</div>
<div class="p" dir="ltr">
This article contains the following topics:
<ul class="ul" id="topic-1__ul_axg_fqm_ydc">
<li class="li" dir="ltr">
<a class="xref" href="#topic_rpq_hfh_zfc">Viewing
approval requests assigned to you as an
agent</a>
</li>
<li class="li" dir="ltr">
<a class="xref" href="#topic_bkl_jmj_cgc">Responding to approval requests assigned to you as
an agent</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_rpq_hfh_zfc">
<h2 class="title topictitle2" id="ariaid-title2">
Viewing approval requests assigned to you or your group as an agent
</h2>
<div class="body">
<p class="p">
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.
</p>
<div class="p">
<strong class="ph b">To view approval requests for which you are the agent approver</strong>
<ul class="ul" id="topic_rpq_hfh_zfc__ul_bjb_mjh_zfc">
<li class="li">
In
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5064623131418" target="_blank">Agent Home</a>,
click <strong class="ph b">Your work &gt; Approval requests</strong>.
</li>
<li class="li">
In the email notification, click
<strong class="ph b">Review request</strong>
to open an approval request directly.
<p class="p">
<img class="image img-screenshot" id="topic_rpq_hfh_zfc__image_cjb_mjh_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/es_approvals_agent_email.png" width="400">
</p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_bkl_jmj_cgc">
<h2 class="title topictitle2" id="ariaid-title3">
Responding to approval requests assigned to you or your group as an agent
</h2>
<div class="body">
<p class="p">
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.
</p>
<div class="note note">
<span class="notetitle">Note:</span> 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:
<em class="ph i">Group
name</em>/<em class="ph i">Individual responder</em>.
</div>
<p class="p">
<strong class="ph b">Responding to an approval request as an agent</strong>
</p>
<ol class="ol" id="topic_bkl_jmj_cgc__ol_ewg_pqm_ydc">
<li class="li">
<a class="xref" href="#topic_rpq_hfh_zfc">Open the approval
request.</a>
</li>
<li class="li">
Review the request, then do one of the following:
<ul class="ul" id="topic_bkl_jmj_cgc__ul_wsh_p4p_vgc">
<li class="li">
If you need to add notes, comments, or request
additional information before you approve or deny
the request, enter a comment and click
<strong class="ph b">Send</strong>.
</li>
<li class="li">
Click <strong class="ph b">Approve request</strong>.
</li>
<li class="li">
Click <strong class="ph b">Deny request</strong>.
<p class="p">
<img class="image img-screenshot" id="topic_bkl_jmj_cgc__image_qsd_sqm_ydc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/es_approvals_agent_respond.png" width="300">
</p>
</li>
</ul>
</li>
</ol>
</div>
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