Announcing approvals for requests and services

Announced on | Rollout starts | Rollout ends
July 28, 2025 | July 28, 2025 | August 4, 2025

Zendesk is excited to introduce approval requests, a feature designed to bring structure, transparency, and compliance to your service workflows.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

With approvals, your team can send approval requests to other team members or registered end users without leaving the ticket. Approvals supports both customer and employee service scenarios.

Agents can approve or deny requests in Agent Workspace, and end users can approve or deny requests in the help center without needing a Zendesk license.

Initially, approvals supports one single-approver request at a time, but we have a robust roadmap of enhancements including group approvals, multi-step workflows, and more.

The following examples are ideal employee and customer service use cases for this release:

Compliance-driven approvals, such as managers signing off on employee requests for software licenses.

Policy exceptions, such as issuing refunds that require supervisor approval.

Internal sign-offs, such as having senior agents review a ticket reply before it's sent to a customer.

For more information, see Understanding approvals and how they work.

Why is Zendesk making this change?

Efficient approval workflows are vital for effective service delivery and compliance. Prior to this feature, approval processes often took place across multiple systems. This distributed process created bottlenecks, missed steps, and limited tracking. Approvals solves this problem by allowing your team to handle approval requests directly in Zendesk, which increases visibility and minimizes potential errors.

Additionally, approval request decisions are automatically tracked in Zendesk, ensuring compliance and audit readiness. This enhances collaboration and accountability by integrating approvals into existing workflows and providing clear visibility into approval statuses, speeding up ticket resolutions.

What do I need to do?

If you have the Employee Service Suite (ES Suite) Growth and above, approvals are automatically turned on during the rollout period.

If you have Customer Service Suite Professional and above, an admin can turn on approvals when it's available in your account. See Turning on and off approval requests.

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.