Hi, we have the same Problem that Approver will get a Notification Mail about a new Ticket they need to approve but don't have access to that Ticket as long they are not directly assigned to it.
Welcome to Atlassian Community!
When a customer is added as an approver, they will have permission to view the ticket. It’s not necessary to add them as participants.
Is the approver added as a customer in the project?
Also, there is a new feature where it’s possible to approve/decline via email.
On the “Approval required” notification, select “Approvers can use 'Approve' and 'Decline' buttons without being signed in”.
Please, take your time to test and let us know how it goes.
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