Involving the Right People in Zendesk Change Approval
Who should be involved in the change approval process in Zendesk?
In the change approval process, identify all groups that need to approve a change request. This might include a formal Change Advisory Board (CAB) or specific business and technology approvers. The goal is to keep the process simple, involving as few groups as necessary to streamline approvals and encourage adherence to the process.
Create a new group for each identified group and add potential approvers, who should be Zendesk users with an agent role, to their respective groups.
More related questions
What is the purpose of the Change Management Process Wizard in Zendesk?
The Change Management Process Wizard is designed for organizations that already have a change management process and need to tailor Zendesk Support to fit their needs. It helps in configuring Zendesk Support to manage changes effectively by…
How do I determine what information to gather for a change in Zendesk?
To determine what information to gather for a change, focus on assessing the change's risk, impact, and implementation plan. Consider factors like the technology stack involved, business justification, implementation team, potential outages, and…
How can I set up an approval process in Zendesk?
To set up an approval process in Zendesk, start by creating a drop-down field to track the overall approval state, with options like Requested, Pending Approval, Approved, and Rejected. If your process involves multiple approval steps, consider…
How can I automate the change approval process in Zendesk?
Automating the change approval process involves creating triggers based on rules that consistently apply to your change management process. For example, you can set triggers to automatically approve minor changes or assign major changes to the CAB…
What are some extra steps to ensure proper change approval in Zendesk?
To ensure proper change approval, consider using macros and email approvals. Macros can be created for change approvers to approve changes with a single click, adding a personalized comment to the ticket. Email approvals allow approvers to respond…
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