Plan requirement
| Subscription | Suite Professional or higher, Employee Service Suite Growth or higher |
| Access | Admin |
Manual approval requests are on by default on most plans. The work is not the switch: it is deciding who approves what.
Check the switch
Manual creation is allowed by default on Employee Service Suite Growth and above, and on Customer Service Suite Professional and above. On most accounts there is therefore nothing to turn on, and what an admin does here is turn it off.
- In Admin Center, click Workspaces and select Agent tools > Approval requests.
- Check Allow manual creation of approval requests.
Switching it off does not close the door completely: approval requests can still be created through the Approval Requests API.
Who may approve
Agents are always eligible. Whether end users can approve depends on the suite: on Employee Service Suite they may by default, on Customer Service Suite they may not.
Decide the rules before you announce it
The feature does not enforce who may approve what. That is a decision you make and then communicate, and getting it written down is worth more than the configuration.
- Which situations need an approval, and above which threshold.
- Who approves each kind. Named people or a role, not "a manager".
- What happens when the approver is away. This is where an approval workflow stalls.
- How long is too long, and what the agent does then.
Approvers need access
Somebody asked to approve has to be able to see the ticket. For colleagues outside support that usually means a light agent seat, which is free on the plans that offer it. Worth sorting before you send them their first request.
Start with one workflow. Pick the approval that matters most, run it for a month, and see where it stalls. Rolling out five at once means five stalled workflows and no idea which part of the design was wrong.
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