Current, the approval tab process is lacking quite a bit of functionality that we think is really important:
1. When the person is approving/Denying a request, they don't have a way to leave a message/comment connected to that approval/denial. Just simply Approve or Deny. Often, we might need to deny something for the time being until "xyz is done as follow-up" but the approver doesn't have anywhere to leave those remarks.
2. When the agent is requesting an approval, there is no way to use snippets :( They have to type everything from scratch. The approver doesn't have time to look through all the threads/fields on a ticket since many of our tickets have 20-40 correspondences. Therefore the agent who is requesting the approval has to provide key data from the ticket. Many of these details live in fields on the ticket. It would be great if an agent could use a template/snippet that pulled in all the necessary details from the ticket instead of them copying and pasting data points one at a time:
3. There is no filter criteria available in Custom Views in regards to Approval! We need to create a view for "Pending Approval from [user/role]." Additionally, we then need to be able to have a custom view for for "Approved by [user/role]." We need this because sometimes things go to approval and the approver is on vacation. We need to be able to check all pending approvals for an individual. Or sometimes we just have a lot of approvals for one person and instead of them looking through all their emails for each approval, they can just find those tickets in the custom view. Please address this.
4. This is a bigger ask, but one that we think is necessary. When a customer submits a ticket, they have to fill out fields/form. We want to have the same process for when our agents are submitting a ticket for approval. We want them to be required to fill out a specific form that acts in part as a checklist to help guide them in requesting the approval. Could there be some sort of Zoho Forms integration in the Zoho Desk Approval process? There should be required fields that have to be answered during approval. Please implement a more robust approval process.