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.
- Paste the JSON code copied from Sigma in zohoAuthorization
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 !
See Also
Create widgets using the JS SDK bundle in the Zoho Desk platform - Request API
Create widgets with the JS SDK bundle in Zoho Desk - Data Storage API
Create widgets with the JS SDK bundle in Zoho Desk - Data Storage API
Access your files securely from anywhere
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Vinoth M
Abhishek - Zoho Partner
Ash | Zoho Desk
demo96devtac
New to Zoho TeamInbox?
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 Campaigns Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
ZOHO Compain emails going to spam after authentication is successful
Hello, I am frustrated right now. I have recently setup the zoho email compaign, The auto responder email went to receipient spam folder. then, I researched a lot and completed authentication (SPF, DKIM) in email deliverability, email relay in zoho crm.Security Policies
To protect against cyber threats and attacks, organizations need to set up security policies for their employees' accounts. Security policies are rules and regulations for every individual or group using the organization's assets and resources. EnablingZoho CRM functions editor is not in the programming language deluge
I am trying to write a function for a button. I helped someone before in deluge and I'm using this new editor I'm not familiar with - I guess it is new. Why is the default code statically typed? The editor will not let me create a variable without a type."Age in Days" calculation in Advanced Analytics
Hi Can someone advise how this is calculated? I am getting values on this report which I cannot understand. Thank youAutomatically set quotes to "lost" if deal is set to lost
Hi, Is there a way to automate that if a deal (opportunity) is lost the related quotes are also set to lost? Thanks!Subdomain
How can i make subdomain in my zoho websiteA/R Aging Details shows wrong aging days
In the A/R Summary Report all of the invoices are in the right aging buckets. When I run the A/R Aging Details report I get aged dates of +300 days when they should be in the 0-90 day range.Global Choice List share ownership
I have created several forms that use one or more Global Choice Lists. These lists have been published to Org. I would like to allow one or more admins to edit the choices in these lists. Any help appreciated. GeoffDomain Transfer
I have a Godaddy domain, how i can transfer it to Zoha? and how i can move my website to Zoho server? With my best wishes.Project Templates & Reminders
I am getting projects all set up to work for our company and am running into a problem that I'm hoping is easily fixable. I have created a project template and within that project, there are reminders set on certain tasks. When I create a project fromKaizen #126 - Circuits in Zoho CRM - Part 1
Hello everyone! Welcome back to another week of Kaizen! Today, we will discuss an exciting topic—Circuits in Zoho CRM. For starters, we will discuss what Circuits are, how beneficial they are for businesses, different views of a Circuit, and the differentCreate customized SLAs for your customer base with support plans
Managing customer expectations, prioritizing critical issues, and resolving customer inquiries on time is quite a juggle. Without a clear timelines or defined priorities, a support team may struggle with delays in response, SLA violations, and pendingZoho Flow or Schedules
I have a process where we text our leads 7 times over a 14 day with different content for each text. I created one flow in Zoho Flow to do this, but wondering if there is a more efficient way to accomplish this via Schedules. It goes on for 6 more timesFree webinar: Zoho Sign 2024 wrap-up - Everything that is new and has changed
Hello, Are you looking up to catch up on all the updates made to Zoho Sign in 2024? Or are you still figuring out how you can use Zoho Sign better to get business paperwork done more efficiently? If so, we invite you to join us this Thursday, DecemberHow to Customize Task Creation to Send a Custom Alert Using JavaScript in Zoho CRM?
Hello Zoho CRM Community, I’m looking to customize Zoho CRM to send a custom alert whenever a task is created. I understand that Zoho CRM supports client scripts using JavaScript, and I would like to leverage this feature to implement the alert functionality.Workflow - Execute Based on Date
Hello, I have trouble understanding the documentation for Execute Based on Date or Date Time Field's Value. I want to send an email every time I have a Case opened for more than three days with its status unchanged. I set : This rule will be executed 3 days after [date]. Condition : Status is [New]. Instant Action : Send an email notification. However, I'm not sure I follow this part of the documentation: "For all the records matching the rule criteria, rule will be triggered either monthly or yearlyCan we set a BCC address as default to show while sending emails?
Two things inside ZohoCRM are annoying me because it's a repeated work. First one is that I always need to click manually to add the BCC field while sending an email to a lead. Can we set a default address so when I click to send a new email the BCC addressMake collecting payments from your customers in Bigin easier with payment links
Greetings, Efficient payment collection is crucial for business success. Bigin already helps your businesses manage and sell products effectively, but we can further enhance this by making payment collection easier. This integrated payment feature letsInbox Preference - Saved replies based on message repsonse with specific word
Hi There, Can one create a workflow where the Save Reply will be generic for all messages that contains a specific word, various channels,. The saved reply should contain a link for download etc. that is a response to the word entered in the message containedBasic Price List Functionality Still Missing
I am having a problem with the most simple imaginable pricing scenario - you buy cheap, add profit, then sell high. Or in less simplistic terms: business buys a product at a given cost, then adds predetermined percentage markup, and finally sells thatHow do I hire employees????
Hi! I own a bookkeeping company, where a few of my clients use Zoho Books as their accounting platform . I started utilizing Zoho Practice to work on the books of my Zoho clients, some have Zoho One and some have Zoho Books plans. I just hired an employee,Automate data upload process like reports
I'll start with the end in mind. I want to basically keep certain creator tables updated with data that are in a sql database/tables in our office (employees, active jobs, employee positions) so I can reference that data and not have to duplicate it by hand every time someone adds a new job or employee in the office desktop software. Here are some thoughts I had about how to do this, but am unsure as to whether any of them are actually possible and how to go about it from there: Is there any wayGreylisted, try again after some time
Can you check my ip, i send to duyna@vietlinkjsc.vn but have an error; my ip is 112.213.94.12 Here is log: 2018-01-09 09:40:29 H=mx.zoho.com [204.141.32.121] SMTP error from remote mail server after RCPT TO:<duyna@vietlinkjsc.vn>: 451 4.7.1 Greylisted, try again after some time 2018-01-09 09:40:32 H=mx2.zoho.com [204.141.33.55] SMTP error from remote mail server after RCPT TO:<duyna@vietlinkjsc.vn>: 451 4.7.1 Greylisted, try again after some time 2018-01-09 09:40:32 duyna@vietlinkjsc.vn R=lookuphostEmails linked to Deal
Hello everyone, I’d like to ask a question to see if someone can help me out. We are requesting availability from suppliers by sending emails directly from the Opportunity. These emails we send are logged within the Opportunity; however, when we receiveHow to transfer all my mails from Zoho to Gmail or Office 365
is there any option to move my emails from zoho to gmail or office 365. i would like to export more than 25k emails from zoho to office 365 or gmail. can anyone help me to guide properly. this will help me to access my emails easily i have both account and can easily do it with office 365 or gmail. i want two options. direct from zoho to office 365 or exported eml files from zoho to gmail. please suggest me both if possibleInquiry Regarding Image Display Issue in Campaign Duplication
We are currently using Zoho Campaigns for email distribution to our clients. I would like to inquire about an issue we encountered. When duplicating a previously created and sent campaign from the "All Campaigns" section, the images used in the headerNew integrations for Bigin: Zoho Sign, SalesIQ, and Marketing Automation
Greetings, We're excited to share new integrations that make Bigin more powerful and useful for your business! Zoho Sign for Bigin Zoho Sign now integrates seamlessly with Bigin, enabling you to sign, send, and manage contracts or agreements without leavingAdd multiple users to a task
When I´m assigning a task it is almost always related to more than one person. Practical situation: When a client request some improvement the related department opens the task with the situation and people related to it as the client itself, the salesmanWhat is Attendee Status 0 and 1?
Hi there, I recently stumbled upon the API to get the attendee list and in the return value, there is a parameter called "status", and 0 supposed to mean not_attending, and 1 means attending. I cannot find this representation anywhere in the attendeeZOHO BackStage
How to get list of events, using ZOHO BackStage APIs. Is it possible OR not?How to Customize Task Creation to Send a Custom Alert Using JavaScript in Zoho CRM?
Hello Zoho CRM Community, I’m looking to customize Zoho CRM to send a custom alert whenever a task is created. I understand that Zoho CRM supports client scripts using JavaScript, and I would like to leverage this feature to implement the alert functionality.Zoho Meeting iOS app update - Join breakout rooms, access polls, paste links and join sessions, in session host controls
Hello, everyone! In the latest iOS version(v1.7) of the Zoho Meeting app, we have brought in support for the following features: Polls in meeting session Join Breakout rooms Paste link in join meeting screen Foreign time zone in the meeting details screen.Calculate hours between 2 date/time fields
Hi, Does anyone know if it is possible to get the number of hours between 2 date/time fields in a zoho crm custom function? Thanks, MichaelExternal ID validation.
I added an external ID field as below in one of my custom modules: When creating records via the API using some value (eg: 762115b2-097e-43b2-bdba-f3924a5371a6) for this field, it works without any problem. I can create and even see the records on theCRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive
Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage filesCreate a button that executes a customized function
Hello, I have created a summary view in which I combine the data from my items table and suppliers table. I would like to know if there is the possibility of adding a button somewhere in the view to be able to execute a function when clicked on it. ICustom field doesn't fill when converting sales order to invoice
Hi, When I convert a Sales Order to an Invoice one of the custom fields on a product line names "Subsidie" does not seem to fill in automatically. I manually have to select the product again by clicking on the product name in the order line en re-selectCan I use ZOHO calendar to schedule a Youtube video that is already in my youtube account, but listed as private or unlisted?
I am creating Youtube videos and shorts and then uploading them to our Channel so others can view and approve. Once approved I would like to just schedule them over the next few days within Zoho. So far it looks like I have to re-upload the video to ZohoHow to Display a Logo Image on a Public Form?
I would like to display a logo image in the header of a form. To achieve this, I added an Add Notes field to the form. The code below works perfectly for Zoho users accessing the form. However, when the form is made public, the image does not load properly:Advice for my first project in Zoho
Hello, how can I design and implement a customized ERP and CRM system using Zoho to automate and manage core business functions, including customer relationship management, property inventory, sales tracking, and financial processes. This is one of myNext Page