Plan requirement
| Subscription | Suite Professional or higher, Employee Service Suite Growth or higher |
| Access | Agent |
What an approver sees, how they answer, and why the comment matters as much as the decision. An unanswered request holds the whole ticket open.
Respond to a request
- Find the request. In Agent Home it is under Your work > Approval requests; in the email notification it is the Review request link.
- Read what is being asked and, if you need it, the ticket behind it.
- Write your comment first and click Send. This is the part worth the extra thirty seconds.
- Click Approve request or Deny request.
The outcome is recorded on the ticket, and any rule watching for it runs.
A pending approval request stops the ticket being closed. An approval nobody answers therefore does not just delay a decision; it holds a ticket open in everybody's figures until somebody acts on it.
Where the request went to a group, the first agent to approve or deny becomes the approver, and the ticket then shows both the group and the person who answered.
Always write the comment
An approval with no comment records that you agreed. An approval with a comment records why, which is what anyone reading it in six months needs.
On a rejection it matters more still. "No" leaves the agent guessing; "no, because this account is already outside its terms" tells them what to do next, and often what to tell the customer.
If you are not the right approver
Say so rather than approving to be helpful. An approval from someone without the authority looks identical in the record to one from someone with it, which is exactly the problem approvals were meant to solve.
If you cannot decide yet
Leave it open and comment on the ticket saying what you are waiting for. Approving conditionally is not something the system supports, and writing "approved provided that" in the comment produces a record that says approved.
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