The way approvers manage their approvals depends on their role and permissions within the platform.

• 👤 Non-agent approvers → manage their approvals from the Service Portal, in the “Approvals Portal” section.
• 🧑‍💻 Approvers who are agents → can do so either from the Service Portal or directly from the Agent Panel, depending on what is more convenient for them.

Non-agent approvers

Approvers who are not part of the agent team manage all their approvals from the Service Portal, specifically from a section called Approvals Portal. This section appears automatically only if the user has ever been part of an approval process, either because they have pending approvals or participated in the past.

In the main view, the user finds all the approvals they need to resolve, with clear and summarized information.

The History tab allows users to see all the approvals they participated in, along with their final outcome. It's a simple way to review the requests they were involved in and when and how they did so.

Agent approvers

Agents have two ways to manage their approvals, depending on what is more convenient for them:

• From the Approvals Portal
  • Available within the Service Portal.
  • Works with a logic very similar to what was explained earlier for non-agent approvers.

• From the Agent Panel
  • A new section called “Approvals” is added to the side panel.
  • From there, agents can review and resolve all their pending approvals.
  • The main difference is what happens when clicking on an approval.
  • Instead of just seeing the approval step details, the agent is redirected directly to the full service request details.
  • While they can see all the information, the agent cannot modify any data of the service request.