Plan requirement
| Subscription | Suite Professional or higher, Employee Service Suite Growth or higher |
| Access | Agent |
Finding an approval you raised, bringing someone else in, and withdrawing one that no longer applies.
Find an approval
Approvals live on the ticket that carries them, so the fastest route is the ticket itself. Open it and the request is visible with its current state: waiting, approved or rejected.
Share it with someone else
An approval can be shared, which is the answer to two common situations.
- The approver is away and somebody else has to look at it.
- A second opinion is wanted before a decision.
Sharing is a link, not a second approver: open the request in the Agent Workspace, click the link icon, and paste that link into a message or an email. The person you send it to can look at the request; the approver is still whoever you named.
Withdraw it
- Open the ticket and click the Approval request icon in the context panel.
- Select Withdraw approval request.
- Enter a Reason for withdrawal, at most 255 characters.
- Click Submit withdrawal.
Only two people can do this: the agent who raised the approval and whoever is currently assigned to the ticket. The request then closes without an outcome and the record shows it was withdrawn, which is honest and different from it being denied.
When to withdraw
- The customer withdrew the request themselves.
- The facts changed and the question is now wrong.
- It turned out not to need approval after all.
Leaving a stale request open is worse than withdrawing it. Approvers stop trusting the queue when half of it is no longer relevant, and then the ones that matter wait too.
Chasing
An approval that has sat for days is a workflow problem rather than a personal one. If it happens regularly, the approver is either the wrong person or has too many, and that is worth raising rather than chasing each time.
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