Approval Tab/Process Should be Improved

Approval Tab/Process Should be Improved

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.




                            Zoho Desk Resources

                            • Desk Community Learning Series


                            • Digest


                            • Functions


                            • Meetups


                            • Kbase


                            • Resources


                            • Glossary


                            • Desk Marketplace


                            • MVP Corner


                            • Word of the Day



                                Zoho Marketing Automation
                                        • Sticky Posts

                                        • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

                                          Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help
                                        • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

                                          Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote
                                        • Zoho Desk Cheat Sheet For The Year-End

                                          Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
                                        • Deprecation of older versions of ASAP Mobile SDK | Zoho Desk

                                          Hello, everyone.    Greetings from Zoho Desk ASAP!   In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions
                                        • Zoho Desk: Scheduled Maintenance on 8 August 2021

                                          Hello, everyone! Warm greetings from the Zoho Desk team. We have planned scheduled maintenance activity on 8 August 2021, around 11:00 am IST. It might engender downtime from 0.25 to 4 minutes for a few customers in the US data center. We do not expect


                                        Manage your brands on social media



                                                Zoho TeamInbox Resources

                                                  Zoho DataPrep Resources



                                                    Zoho CRM Plus Resources

                                                      Zoho Books Resources


                                                        Zoho Subscriptions Resources

                                                          Zoho Projects Resources


                                                            Zoho Sprints Resources


                                                              Qntrl Resources


                                                                Zoho Creator Resources


                                                                  Zoho WorkDrive Resources



                                                                    Zoho Campaigns Resources

                                                                      Zoho CRM Resources

                                                                      • CRM Community Learning Series

                                                                        CRM Community Learning Series


                                                                      • Tips

                                                                        Tips

                                                                      • Functions

                                                                        Functions

                                                                      • Meetups

                                                                        Meetups

                                                                      • Kbase

                                                                        Kbase

                                                                      • Resources

                                                                        Resources

                                                                      • Digest

                                                                        Digest

                                                                      • CRM Marketplace

                                                                        CRM Marketplace

                                                                      • MVP Corner

                                                                        MVP Corner




                                                                            Design. Discuss. Deliver.

                                                                            Create visually engaging stories with Zoho Show.

                                                                            Get Started Now