Announcing the option to assign approval requests to a group

Announced on | Rollout starts | Rollout ends
December 3, 2025 | December 3, 2025 | December 10, 2025

Zendesk is pleased to announce the option to assign approval requests to a group of agents rather than a specific individual.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Until now, approval requests have been assigned to a single, individual approver. Now, in addition to the option to select an individual agent or end user, you also have the option to select a group of agents.

When an approval request is assigned to a group, any member of the designated group can respond and complete the approval request, which increases the speed with which a request can be resolved. The first member of the group to respond to an approval request becomes the approver, which is listed in the approval request itself as well as the ticket event history.

Approval requests assigned to a group of agents are accessed the same way they would be if assigned to an individual. All agents in the assigned group receive email notifications and see the request listed in Agent Home.

For more information, see Creating approval requests.

Why is Zendesk making this change?

Zendesk understands that supporting only individual approvers could create bottlenecks and administrative overhead. It also doesn't accurately reflect the way many organizations use team-based decision making. Group approvals addresses the bottleneck and provides a more scalable, flexible, efficient, and realistic approval process.

What do I need to do?

This feature is being rolled out to all accounts with access to approvals. The option to select groups will appear automatically. However, for the best experience, admins should review their groups and ensure accurate groups of 30-agents or less exist in your account for use as approvers.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.