We have upgraded the service request approval process. Here are the enhancements: 

  • Enhanced email notifications

  • New approval section in the support portal for requesters.


Note: New approval section in the support portal will be available only for accounts without ticket rebranding. If you have rebranded your support portal, raise a ticket to support@freshservice.com for approvals access.


Configuring editable properties

In order to initiate the configuration, go to Admin > Global Settings > Service Management > Service Catalog.

Step 1: Select a service item. In this case, Adobe Illustrator CC.


Step 2: Go to Custom Fields.



Step 3:  Click any custom field. Ensure Display to Requester checkbox is selected to enable Requester can edit access.


Step 4: Enable Requester can edit checkbox. Click Done to save your changes.

This will enable edit access for the custom field in the support portal for requesters (post service request rejection by approvers).



Admins can also enable email notifications for requesters to receive a nudge about their service requests' approval or rejection over an email.


Configuring email notifications for requesters


Step 1: Go to Admin > {Workspace name} > Email Notifications > Tickets > Requester Notification. Enable Ticket Approved or Rejected.



Step 2: (Optional) You can configure the email body of the notification as well.


Click Ticket Approved or Rejected to update the email body.



Once the email notification is enabled, requesters will receive an email about the rejection or approval of the service request. In case of rejection, they can click on the ticket URL and visit the support portal to check further details.


With the enhanced approval section in the support portal service, the requester can see the approval/rejection with a reason. 


New approvers layout in service portal

The requester can view Approvals section on the right pane of the service request for approval/rejection reason. 


This saves requesters time since they don’t need to create a new request. They can just edit the fields rather than create a new ticket.


Note: New approver section in the support portal will be available only for accounts without ticket rebranding. If you require access, raise a ticket to support@freshservice.com.