Building Extensions #11: Creating widgets with the JS SDK bundle in Zoho Desk - Event API

Building Extensions #11: Creating widgets with the JS SDK bundle in Zoho Desk - Event API

This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace.

In our previous post, we discussed Data Storage APIs, their use in extensions, and how to use them in your Zoho Desk extensions. This post will briefly explain the next set of APIs in the JS SDK bundle, Event APIs, and show when and how to use them within Zoho Desk extensions.

Event APIs 

The extension you're intending to build may require you to perform an action upon the occurrence of a particular event in your Desk portal. In order to trigger that action in Zoho Desk, your extension needs to listen to those event occurrences. The Zoho Desk platform provides Event APIs, which is an SDK method that helps you incorporate custom functionalities in your extension when certain events occur in your Zoho Desk portal. The events can be both ticket- and call-related.
  • Ticket events: You can configure extensions to receive information when an event, such as adding a comment to a ticket or opening a different ticket, occurs on the ticket detail page.
  • Call events: You can configure extensions to receive information when a call-related event occurs in your help desk portal.
There are multiple events available both in ticket events and call events. Whenever a particular event occurs, the parameter (Event API) for that event is used to broadcast information from Zoho Desk. The information from that event can then be processed in your extension using other APIs based on your business needs. Every event can be invoked from multiple locations in Zoho Desk; the details of the locations supported by every event and the parameter to be passed to invoke the events are listed here.

Scenario: Let's say you're using Zoho Desk to handle your technical support queries and Zoho Projects to manage your internal tasks. Here, we'll explain a simple use case where an extension could create a task in Zoho Projects automatically whenever the ticket classification of a ticket is changed in Zoho Desk. In this instance, we'll say you classify a ticket as 'problem' in Zoho Desk and get a task created for that ticket in Zoho Projects automatically. Let's see how the Events API can be used to achieve this simple use case in your extension.
 
When an agent triggers an event change in Zoho Desk, the Event API broadcasts the information about the event's occurrence from that ticket and can be fetched for further processing. To create a task in Zoho Projects, you can use Request API to invoke the Create Task API of the Zoho Projects. If you need additional information from the ticket while creating a task, you can use the Data API to get those details.
 
Below are the steps involved to implement this use case:
  • Create a connection in Zoho Sigma with required scopes
  • Create a task in Zoho Projects using the required JS SDK methods
    • Events API: Listen to the event
    • Data API: Fetch required ticket details for creating a task in Projects
    • Request API: Invoke Create Task API in Projects

Creating a connection 

To build this extension, you must establish a connection between Zoho Desk and Zoho Projects with the required scopes. This will allow you to facilitate communication between these two services by invoking their APIs. Please check the Connectors post to learn more about creating connections. Once the connection is established, perform the following in the plugin-manifest.json file and save the file.
  1. Paste the JSON code copied from Sigma in zohoAuthorization
  2. Provide the Zoho Projects base URL (https://projectsapi.zoho.com) in whiteListedDomains
The plugin-manifest file with the connection and whitelisted domain details:
{
    "locale": ["en"],
    "service": "DESK",
    "storage": false,
    "type": "personal",
    "whiteListedDomains": ["https://projectsapi.zoho.com"],
    "modules": {
        "widgets": [
            {
                "location": "desk.ticket.detail.rightpanel",
                "url": "/app/widget.html",
                "name": "Desk Extension",
                "logo": "/app/img/logo.png",
                "icon": "/app/img/icon.png"
            }
        ]
    },
    "cspDomains": {
        "connect-src": []
    },
    "zohoAuthorisation": {
        "type": "connectors",
        "connectionLinkName": "deskproject",
        "connectionName": "DeskProject",
        "serviceName": "zlabs_integration",
        "userAccess": true,
        "isUserDefinedService": false,
        "sharedBy": "696258884",
        "scope": [
            "Desk.tickets.ALL",
            "ZohoProjects.projects.ALL",
            "ZohoProjects.tasklists.ALL",
            "ZohoProjects.tasks.ALL",
            "ZohoProjects.events.ALL",
            "Desk.basic.ALL",
            "ZohoProjects.tags.ALL",
            "ZohoProjects.status.ALL",
            "ZohoProjects.portals.ALL"
        ]
    },
    "connectors": [],
    "config": [],
    "moduleSupport": false
}

Creating a task in Zoho Projects 

Below are the code snippets of different APIs that are used in this extension. The Event API will get triggered whenever the ticket classification is changed by the agent. You need to fetch the response from the broadcasted message and check the value of the ticket classification. According to our use case, we need to create a task if the classification is "problem," so the Request API is called for the same.
 
App.instance.on("ticket_classification.changed", function (data) {
                        classif = data["ticket.classification"];
                        if (classif == "Problem") {
                            
ZOHODESK.request({url: "https://projectsapi.zoho.com/restapi/portal/" + xxx + "/projects/" + yyy + "/tasks/?name=" + encodeURI(ticketSub) + "&description=" + encodeURI(x) + "&priority=" + ticketPriority,
                                headers: {
                                    "Content-type": "application/json",
                                },
                                type: "POST",
                                data: {},
                                connectionLinkName: "deskproject",
                                postBody: {},
                                contentType: "application/json",
                            })
                                .then(function (response) {
                                    var resultparse = JSON.parse(response);
                                    var resultparse2 = JSON.parse(resultparse.response).statusMessage;
                                    var aaa = JSON.stringify(resultparse2);
                                })
                                .catch(function (err) {
                                    console.log(err);
                                });
                        }
                    });
 
All the required ticket details, including the ticket ID, subject of the ticket, ticket description, and the priority status of the ticket are fetched using the Data APIs and passed to the Zoho Projects API. This information will be filled in within the task that is being created.
 
ZOHODESK.get(["ticket.id", "ticket.subject", "ticket.description", "ticket.priority"])
                        .then(function (res) {
                            var result = res.data;
                            var a = JSON.stringify(result);
                            console.log(a);
                            ticketID = result["ticket.id"];
                            ticketSub = result["ticket.subject"];
                            ticketDesc = result["ticket.description"];
                            ticketPriority = result["ticket.priority"];
                            x = ticketDesc.replace(/<[^>]+>/g, "");
                            ticketNumber = result["ticket.number"];
                        })
                        .catch(function (err) {});
 




In this example (full code given below), we have given you a clear picture on when and how to use the Event APIs in building extensions for Zoho Desk. Though other APIs are used too, the core of this extension is triggering an action on the occurrence of an event, which is done by the Event API.
 


While invoking the Zoho Projects API, you would have noticed that the Create Task API takes two important parameters, namely PortalID and ProjectID. These are specific to users; they are needed to decide for which project the task should be created. You may wonder how this should be handled in your extension development. We have config params to help you in such scenarios.
 
We'll discuss the usage of config params in our following post. Stay tuned !
 

<<Previous                                                                                                                                    Next >>                                                                                       

    Access your files securely from anywhere








                            Zoho Developer Community



                                Bootcamp
                                Community
                                Pricing
                                Webinars
                                What's New
                                Integrations
                                Contact Support
                                Contact Sales
                                  Zoho Survey Resources
                                    Features
                                    Survey Templates
                                    Integrations
                                    Community
                                    iOS Mobile Surveys
                                    Pricing
                                    Android Mobile Surveys
                                    Insurvey Blogs
                                    Insight Blogs
                                    Tips & Tricks





                                                Latest Feature Updates

                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                  • Ask the Experts




                                                      Zoho SalesIQ Resources


                                                            Manage your brands on social media
                                                            Access Zoho Social

                                                              Zoho Pagesense Resources


                                                                  Zoho TeamInbox Resources

                                                                    Zoho DataPrep Resources


                                                                      Zoho CRM Plus Resources

                                                                        Zoho Books Resources


                                                                          Zoho Subscriptions Resources

                                                                            Zoho Projects Resources


                                                                              Zoho Sprints Resources


                                                                                Qntrl Resources


                                                                                  Zoho Creator Resources



                                                                                      Zoho CRM Resources

                                                                                      • CRM Community Learning Series

                                                                                        CRM Community Learning Series


                                                                                      • Kaizen

                                                                                        Kaizen

                                                                                      • Functions

                                                                                        Functions

                                                                                      • Meetups

                                                                                        Meetups

                                                                                      • Kbase

                                                                                        Kbase

                                                                                      • Resources

                                                                                        Resources

                                                                                      • Digest

                                                                                        Digest

                                                                                      • CRM Marketplace

                                                                                        CRM Marketplace

                                                                                      • MVP Corner

                                                                                        MVP Corner







                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now


                                                                                            Zoho Show Resources

                                                                                              Zoho Writer

                                                                                              Get Started. Write Away!

                                                                                              Writer is a powerful online word processor, designed for collaborative work.

                                                                                                Zoho CRM コンテンツ



                                                                                                  Nederlandse Hulpbronnen


                                                                                                      ご検討中の方




                                                                                                              • Recent Topics

                                                                                                              • Integration with...

                                                                                                                Dear Zoho Commerce team, Please could you consider the integration within Zoho Commerce / Inventory and Qapla'? (https://www.qapla.it/en/) This app is better than Aftership in many ways: - Aftership integration require PRO plan and price start from more

                                                                                                              • Zoho Sign - Zoho CRM extension upgrade

                                                                                                                Hi everyone, We've updated Zoho Sign extension for Zoho CRM with significant internal changes. Impact on existing Zoho Sign extension users Users using the extension without customization If you are using the integration without implementing Zoho Sign's

                                                                                                              • Consultant-Only Booking Page

                                                                                                                Zoho Bookings does not allow for Meeting Type OR Workspace-Wide booking pages to be turned off. This is detrimental to organizations that have territory-based or assigned accounts, because if prospects can go to these booking pages and either select the

                                                                                                              • Start Workflow from Deluge Script

                                                                                                                I have developed a customized process from our CRM that leverages a deluge script to create a statement of work document. Once the document has been created via the merge and store function, I would like the ability to start a workdrive review & approve

                                                                                                              • Request for Auto PO - Min–Max based Automated Purchase Feature

                                                                                                                Dear Zoho POS Team, I’m writing to request a feature enhancement that would significantly streamline inventory management for businesses using Zoho POS — particularly supermarkets, FMCG retail, and multi-store operations like ours. Feature Requested:

                                                                                                              • Masters in UK – Experiences, Universities, and Career Outcomes

                                                                                                                This forum discussion is for students who are planning or considering a Masters in UK and want to gain practical insights beyond official university websites. The UK attracts international students due to its globally recognized universities, diverse

                                                                                                              • Export your notes from Notebook!

                                                                                                                Dear users, The long awaited feature is now live. Yes, you can now export your notes from Notebook app in bulk. But the feature has just started with web app alone for now. You can try the export feature as mentioned below: Go to our web app, https://notebook.zoho.com Go to 'Settings' > 'Export' Now, select the format: You can select either ZNote or HTML Once done, you can use the same to import or can have this a local backup of your notes. Note: Export for other platforms are in development and

                                                                                                              • Prepopulating Fields

                                                                                                                Hello, I have a form (Assets) with 2 lookup fields: Client (from Clients) Site (from Client Sites) I modified the code (highlighted in red below), so the Site dropdown shows the list of sites related to the Client. must have Client_Site ( type = picklist

                                                                                                              • Unable to sort as Descending order

                                                                                                                Trying to change the sort order for a lookup field (checkboxes) from Ascending to Descending and keep getting an error in Deluge that the order must be Ascending Did anyone ran into this? Thanks Eyal

                                                                                                              • Export Invoices to XML file

                                                                                                                Namaste! ZOHO suite of Apps is awesome and we as Partner, would like to use and implement the app´s from the Financial suite like ZOHO Invoice, but, in Portugal, we can only use certified Invoice Software and for this reason, we need to develop/customize on top of ZOHO Invoice to create an XML file with specific information and after this, go to the government and certified the software. As soon as we have for example, ZOHO CRM integrated with ZOHO Invoice up and running, our business opportunities

                                                                                                              • Can I change the format of the buttons in the email templates?

                                                                                                                Hi all! We have been working hard trying to brand our email templates, and have some way to go yet. One of the things we can't seem to edit is the green ${Cases.CUSTOMER_PORTAL_BUTTON} button and the font of the View Ticket text. Is there any way of doing

                                                                                                              • issue with deluge script

                                                                                                                i used chat gpt to build this script and I am getting 2 errors which I cannot figure out how to fix: void monthly_sales_order_generation() { try { // ---------------- CONFIG ------------------- analytics_url_1 = "https://analytics.zoho.com/api/<workspaceID>/report/<reportID1>/data";

                                                                                                              • Introducing LinkedIn Apply Connect for Zoho Recruit

                                                                                                                Attract up to 3x more qualified candidates and hire more efficiently with LinkedIn Apply Connect. Let candidates fill-in job applications without any redirections, gain deeper insights with applicant highlights within Zoho Recruit, and keep candidates

                                                                                                              • Recruit paid support?

                                                                                                                Hi all, Could anyone who has paid support package advise if it provides value for money with regards to support response times? Exploring the idea as unfortunately when we have faced issues with Recruit it has been a 7+ day timescale from reporting to

                                                                                                              • Introducing Dedicated Modules for Plans, Addons, and Coupons in Zoho Billing

                                                                                                                We’ve enhanced the way you manage Plans, Addons, and Coupons in Zoho Billing. Previously, all three grouped together under Subscription Items. Now, each one has its own dedicated module, giving you a cleaner and more intuitive experience. This update

                                                                                                              • Ticket Status email

                                                                                                                Good day, This was discussed in the past, but it would be helpful if we could have the system assign a custom response to a status. We have various statuses for tickets, e.g. "closed due to no response", or "Pending Status", it would be helpful for the

                                                                                                              • Customer ticket creation via Microsoft Teams

                                                                                                                Hi all, I'm looking to see if someone could point me in the right direction. I'd love to make it so my customers/ end users can make tickets, see responses and respond within microsoft teams. As Admin and an Agent i've installed the zoho assist app within

                                                                                                              • Holidays

                                                                                                                Hi; For defining Holidays, you need to add logic to handle the year as well as the month & day. We need to be able to enter Holidays for the next year. I need to add a holiday for January 2, 2017, but I can't until January 1st, which is a Sunday and we

                                                                                                              • Can I use a Standalone CRM Function as the Callback URL For Async Export Data API?

                                                                                                                I am creating an export job using this API https://www.zoho.com/analytics/api/v2/bulk-api/export-data-async/create-export/view-id.html There is a "callbackUrl" key in the CONFIG object. I tried copying the URL for a standalone function in CRM which can

                                                                                                              • Future Orders - Due Date

                                                                                                                Hi In my role, I can receive tickets where the work required is requested months in advance. Using a Future Orders option, which I believe was setup under the On Hold status type, hides the Due Date, in all views/ticket etc. Whilst I understand the reasoning

                                                                                                              • Introducing Withdrawal Reasons for Offers

                                                                                                                We’re excited to introduce a new enhancement to the Offer module that brings more clarity and accountability to every withdrawn offer. The Withdrawal Reason update ensures that each withdrawal — manual or automatic — is backed by a clear explanation,

                                                                                                              • Zoho Creator customer portal users

                                                                                                                Hi, I'm in a Zoho One subscription with our company. I'm running a project now that involves creating a Zoho Creater application and using the Zoho Creator Customer Portal.  At most we need 25 customer portal users. In our Zoho One plan we only get 3

                                                                                                              • GPS tracking only or Check out facility

                                                                                                                Dear Team, Zoho CRM is quite robust CRM but till date i was waiting for the feature of having GPS tracking of Sales employees which is a common demand by all customers for thier field sales executives. We cover them by saying that CRM provides Checkin

                                                                                                              • HTML Tags added to Reports with Notes

                                                                                                                Recently Zoho added the ability to markup text within notes. That way, users can change font size, colors, etc. It's a great change. However, since the change, reports that include a column for "Note Content" are printing HTML tags within the report.

                                                                                                              • In App Auto Refresh/Update Features

                                                                                                                Hi,    I am trying to use Zoho Creator for Restaurant management. While using the android apps, I reliased the apps would not auto refresh if there is new entries i.e new kitchen order ticket (KOT) from other users.   The apps does received notification but would not auto refresh, users required to refresh the apps manually in order to see the new KOT in the apps.    I am wondering why this features is not implemented? Or is this feature being considered to be implemented in the future? With the

                                                                                                              • Appraisals on Employee Information Profile

                                                                                                                Is it possible to show completed appraisals on each employee's "Employee Information" page? I would presume at the bottom - similar to the "Related Lists" concept in Zoho CRM. Obviously view access would be limited to employee and appropriate other roles

                                                                                                              • AI Interview Insights: Turn Recorded Interviews into Quick Transcripts & Summaries

                                                                                                                Evaluating interviews shouldn’t require replaying long recordings or taking manual notes. With AI Interview Insights, you can now review complete transcripts and AI-generated summaries of your One-way (Recorded) interviews right inside Zoho Recruit. This

                                                                                                              • Kaizen #220: Actions API - Webhooks APIs - Part 2

                                                                                                                Hello all!! Welcome back to the follow-up Kaizen post of Kaizen #219: Actions API - Webhooks APIs - Part 1. In the previous week, we covered how to configure a basic Webhook and how to include Headers, Body, and URL Parameters using both the POST Webhook

                                                                                                              • Standard Payment Term is not pulled from account to quotation

                                                                                                                Hey Team There seems to be something off. I do have "Net 30" as my default payment term in Zoho Books for my customers. If, from the customer overview or quote section, I create a new Quotation, the payment terms field stays blank and doesn't get the

                                                                                                              • Canva Integration

                                                                                                                Hello! As many marketing departments are streamlining their teams, many have begun utilizing Canva for all design mockups and approvals prior to its integration into Marketing automation software. While Zoho Social has this integration already accomplished,

                                                                                                              • Manage your invoices from Bigin's mobile app (iOS)

                                                                                                                Hello everyone! We're happy to announce that users can now integrate Zoho Books with the latest version of Bigin's iOS app. Zoho Books can be integrated with Bigin only via the web application. Users can view the Zoho Books tab in the detail pages of

                                                                                                              • HubSpot CRM to Zoho Creator Integration

                                                                                                                I'm trying to create an integration between HubSpot CRM and Zoho Creator with HubSpot being the push source (if a contact is created or updated in HubSpot, it pushes the information to Zoho Creator). I have two questions: 1- Is it best to use Zoho Flow

                                                                                                              • Systematic SPF alignment issues with Zoho subdomains

                                                                                                                Analysis Period: August 19 - September 1, 2025 PROBLEM SUMMARY Multiple Zoho services are causing systematic SPF authentication failures in DMARC reports from major email providers (Google, Microsoft, Zoho). While emails are successfully delivered due

                                                                                                              • Accessibility controls and multilingual captcha authorization for Help Center users ​

                                                                                                                Hello everyone, As part of our ongoing effort to improve user experience, we are excited about the accessibility controls and predefined accessibility personas added in the Help Center, similar to what is already available in Zoho Desk. Help Center users

                                                                                                              • Gain control over record sharing with portal users through our new enhancement: criteria-based data exposure

                                                                                                                Dear Customers, We hope you're well! Portals is a self-service avenue through which your clients can access and manage their direct and related data in Zoho CRM. This empowers them to be more independent and enables them to experience a sense of transparency

                                                                                                              • Zoho Sign + Zoho CRM : la solution pour simplifier vos accords de vente

                                                                                                                La conclusion d’un contrat de vente nécessite de nombreuses étapes : préparation de documents, validations successives et collecte des signatures. Les équipes commerciales passent souvent par plusieurs cycles de collaboration et de révision, tout en assurant

                                                                                                              • Zoho Desk Limitations

                                                                                                                Good day, all, I would like to know whether others share my frustration with some of Zoho's limitations. Don't get me wrong, I like Desk (and I also have a subscription for Analytics), I have been with them for close to 10 years, and unfortunately, I

                                                                                                              • Item/service subtotal

                                                                                                                Just discovered & really pleased that we can drag to re-order the line items in Sales orders & Invoices, a very nice feature which doesn't seem to be documented? It would be nice to be able to insert a subtotal as a line item to complete this great feature

                                                                                                              • Converting Sales Order to Purchase Order

                                                                                                                Hi All, Firstly, this code works to convert a sales order(SO) to a purchase order (PO) via a button, however I am running into an issue when I convert the SO where the values from the line items are not pulled across from the SO to the PO. The ones in

                                                                                                              • how to Solve Conflict Invoices in Zoho POS

                                                                                                                Hello Team, I am facing a repeated issue in Zoho POS while saving a sale that contains service-based items. My products are intentionally created as Service (Non-Inventory) items because I do not want to track stock for them. However, every time I try

                                                                                                              • Next Page