We completely rebuilt Approve to enable mega flexible approval flows that are easy to set up in Zendesk. The redesigned tool addresses diverse workflows including budget approvals, refunds, purchases, travel requests, discounts, and change management processes.
A Bit of History
The original app was developed in 2016 for a real estate software company. Over time, feedback pointed to a need for simplification and greater flexibility. Rather than force existing customers to migrate, we built a new version while maintaining support for the original — until everyone was ready to move.
Six Design Goals
The new app was designed to:
- Drastically reduce the learning curve for multi-step approval flows
- Simplify concepts like manager approvals and escalations
- Increase flexibility for approval recipients
- Leverage existing Zendesk user profiles and groups
- Minimise code requirements
- Improve agent visibility and actionability
The Single-Page Approval Builder
The centrepiece of the new design is a single-page approval builder. Add unlimited steps, set customisable approval thresholds, and configure timeouts that automatically escalate to the next person in the chain of command when approvers don't respond within a specified timeframe.
A Practical Example: Change Management
A typical change management workflow might progress from the requester's direct manager, through escalations, to the Change Advisory Board (requiring 3+ approvals), and finally to the Information Management Board for final sign-off. All of this is configurable visually, without writing a single line of code.
Additional Capabilities
- Dynamic field referencing for personalised approval messages
- Customisable action buttons with colour options
- Real-time approver visibility for agents
- Ability to mark approvers as unavailable and auto-escalate
Try It Today
Approve is available through the Zendesk Apps Marketplace and as part of the SweetHawk Suite. Learn more →