Turning approval requests on and off

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 are associated with tickets and made by agents for
other agents or end users. On Employee Service Suite Growth plans and
above, this feature is on by default but can be turned off. For Customer
Service Suite Professional plans and above, you can turn the feature
on and off as needed. When off, agents can’t submit new requests, but
existing requests remain active.




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


This article contains the following topics:


Considerations for approval requests


Turning on approval requests


Turning off approval requests




Related resources:


Creating approval requests


Responding to an approval request as an
agent





Considerations for approval requests


Before turning on approval requests, consider the following:


For best results, make sure you share
resources
and train your agents on
the feature before you turn it on so they can use it as intended.


On Growth and Professional plans, admins and agents automatically
have
permission to create approval requests. On Enterprise and
Enterprise Plus
plans, admins and any custom roles created after approvals
is turned on have
permission to create approval requests by default. However,
existing custom
roles when approvals is turned on won't have permission to
create approval
requests until the role's permissions are updated to select
Create
approval requests.
See
Permissions that agents in custom roles
can have.


For end users to be able to access approval requests assigned
to them, your
help center must be on the latest version of the standard
Copenhagen theme
or you must
manually update your custom
theme.


When approval requests are turned on for the first time,
approval-related views
are
activated in your account.






Turning on approval requests


Approval requests are automatically turned on for Employee Service
Suite Growth plans
and above. On Customer Service Suite Professional plans and above,
this feature is
off by default but can be turned on by an admin.


To turn on approval requests


In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Approval
requests.


Select
Allow creation of approval requests.






Turning off approval requests


When approval requests are turned off, agents lose the ability to
submit requests.
Existing approval requests continue to function.


To turn off approval requests


In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Approval
requests.


Deselect
Allow creation of approval requests.