Hi Team,
We are requesting several enhancements to the Approval feature to address current rigidity in the workflow, specifically the ability to restrict public replies during pending statuses and the support for more complex request logic. This issue affects our support agents and managers who require a controlled and flexible authorization process before we can fully adopt this feature.
Addressing these limitations would allow our team to handle sign-offs more efficiently and would prevent the manual overhead currently required to manage typos, parallel workflows, and sequential authorizations.
During our evaluation of the approval request feature, we have identified that the "Single Active Request" limit and the lack of automated sequential chains would prevent us from managing tickets that require multiple internal sign-offs. Furthermore, the inability to edit a request once sent means any typo would require a full withdrawal and restart of the process. Without a "hard lock" on public replies during these pending states, there is a significant risk of agents communicating with customers before the internal authorization is finalized, which currently prevents us from rolling this out to our team.
Our ideal solution is an updated approval interface within the Agent Workspace that supports editing sent requests, parallel and sequential approval logic, and a toggle to "Disable Public Replies" until the final approval is granted. This would provide the necessary control to ensure agents only communicate with the customer once all required internal sign-offs are officially secured.
