i want to know more about JIRA Service desk workflow capabilities including load balancing and grouping of approvers
Richard, your question is too broad. Suggest you start here - https://confluence.atlassian.com/alldoc/atlassian-documentation-32243719.html
regarding approvals look here - https://confluence.atlassian.com/servicedeskserver033/setting-up-approvals-861255315.html
not sure what you mean by load balancing. Maybe associated w/ assigning issues to the agents/workforce.
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