Building Extensions #14: Creating widgets with the JS SDK bundle in Zoho Desk - Hooks 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.
Hello developers!
In our previous post, we explained the use of the resources API and provided an example of how to use them in a Zoho Desk extension. In this post, we'll continue with the Hooks API.
What is the hooks API?
The hooks API allows developers to control the flow of UI actions through their extensions on a conditional basis. You'll need to subscribe to the hooks and, based on your requirements, you can allow the event to happen or reject it by passing either boolean values or promises in the event handler.
- If the boolean value TRUE is passed/if the extension resolves the promise, the event will be executed.
- If the boolean value FALSE is passed/if the extension rejects the promise, the event will be terminated and the reason for terminating the event will be displayed as an error message to end users.
Extensions with subscriptions to hooks must respond within 30 seconds of the event being triggered. If not, the control provided by the extension will be lost and the event will be executed.
What events are supported by the hooks API ?
Zoho Desk currently supports hooks for the following events:
- Reopening a ticket
- Closing a ticket
- Changing the status of a ticket
- Changing the assignee of a ticket
- Adding a ticket comment
- Editing a ticket comment
- Sending a ticket reply
- Closing a ticket on sending ticket reply
- Updating the agent status in a channel
Click this link to find out more about the events and locations that are supported for every event within Zoho Desk.
Now that we have an understanding of the hooks API, including when and where it can be used, let's look at an example of how it can be used in an extension.
Defining the hooks API
Below is the structure of the hooks API to be defined in your extension code.
App.instance.on('name of the hook to be subscribed', function(){
//return promise or boolean
})
//return promise or boolean
})
You can subscribe to the required hooks and include your required custom logic. The custom logic should either return TRUE or the promise needs to be resolved to allow the subscribed event to occur; otherwise the event occurrence will be blocked with a relevant message popping up that you provide.
Hooks related to ticket status, ticket comments, and other parameters will return data that can be used within your custom logic.
Possible scenarios
Let's create an extension that tracks the activities associated with a ticket in Zoho Desk. The extension monitors the activities (e.g., a call, task, or event) of Zoho Desk tickets and controls the trigger of actions based on the hooks defined.
In this example, we're configuring an extension to subscribe to the Zoho Desk hook defined for the close ticket event. With this extension, when the agent tries to close the ticket, the extension checks whether the activities mapped to the ticket are completed.
If they are completed, the extension will allow the ticket to close in Zoho Desk; otherwise, the close ticket event will not be executed and a relevant error message will be displayed. In addition, we're configuring the hook to consider the activity as completed for both cancelled and no activities as well in the ticket.
Use case implementation
To implement our use case, we'll perform the following steps. The code snippet is added for reference.
- Obtain the activities associated with the current ticket
- Obtain the status of the activities
- Subscribe to the ticket status hook and handle the event handler according to the requirements
- Subscribe a hook to close the ticket
Sample code
window.onload = function () {
ZOHODESK.extension.onload().then(App=>{
var activityStatus;
ZOHODESK.get(['ticket.id']).then(function (res) {
var result = res.data;
ticketID=result["ticket.id"];
//Get the activities associated to the ticket
var reqObj= {
headers: {
'Content-Type': 'application/json'},
type: 'GET',
postBody: {},
connectionLinkName: "deskproject"
}
ZOHODESK.request( reqObj ).then(function(response){
var resultparse = JSON.parse(response);
var resultparse2=JSON.parse(resultparse.response).statusMessage;
//From the response obtain the status of the activities
if(resultparse2!=null){
var resultparse3=resultparse2.data;
for (let i = 0; i < resultparse3.length; i++) {
activityStatus=resultparse3[i].status; }
}
})
})
//Register a Hook for changing the status of a ticket
App.instance.on('ticket.status', function (data) {
return new Promise((resolve, reject) => {
if ((data["ticket.newStatus"] == "Closed")){
if((activityStatus=="Completed")||(activityStatus=="Canceled")||(activityStatus==null))
{
return true;
} else {
reject({ msg: "Incomplete Activity" });
}
}
})
})
return new Promise((resolve, reject) => {
if ((data["ticket.newStatus"] == "Closed")){
if((activityStatus=="Completed")||(activityStatus=="Canceled")||(activityStatus==null))
{
return true;
} else {
reject({ msg: "Incomplete Activity" });
}
}
})
})
//Register a Hook for ticket close event
App.instance.on('ticket.close', function () {
if((activityStatus=="Completed")||(activityStatus=="Canceled")||(activityStatus==null))
{
return true;
} else {
reject({ msg: "Incomplete Activity" });
}
})
})
}
Result:
Here, you can see that the extension doesn't allow you to close the ticket because there is an open activity tagged. This is how the hooks API helps us to configure whether an event should happen or not, based on the hook configured.
We hope you found this post to be useful. Stay tuned for more posts in this space!
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
New to Zoho Recruit?
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
New to Zoho TeamInbox?
Zoho TeamInbox 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
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
Is it possible to assign Client user to external task ON PROJECTS' TEMPLATES?
Is it possible to assign Client user to external task ON TEMPLATES PROJECTS?Draft & Schedule Emails Directly in Bigin
Greetings, I hope all of you are doing well. We're happy to announce a few recent enhancements we've made to email in Bigin. We'll go over each one in detail, but here's a quick overview: Previously, you couldn't draft or schedule emails in Bigin, butZoho CRM Workflow and Function Backup Options
Hi everyone! I have been able to make several backups of my CRM data and noticed that the Workflows and Functions are not included in these backups. To my knowledge, there is no backup feature for workflows and functions, which is problematic in of itself.Cliq does not sync messages after Sleep on Mac
I'm using the mac app of Cliq. When I open my mac after it was in sleep mode, Cliq does not sync the messages that I received. I always have to reload using cmd + R, which is not what I want when using a chat application.Link to images
I have added images in pages. I would like to link those images with linked in URL so that they open in new window. There is an option of image -> link but I am not able to use the same to open URL in new window. Please check the attached image. Can youCanvas View - Print
What is the best way to accomplish a print to PDF of the canvas view?What's New in Zoho Analytics - October 2025
Hello Users! We're are back with a fresh set of updates and enhancements to make data analysis faster and more insightful. Take a quick look at what’s new and see how these updates can power up your reports and dashboards. Explore What's New! ExtremeRespond faster and smarter with Zia in your IM Inbox
You’re in the middle of a busy chat queue. New messages keep popping up. One customer sounds upset. Another is asking a long list of questions. You need context. You need speed. You need help. That’s exactly when Zia Insghts jumps into action. It showsMeeting impossible to use when sharing screen
he Meeting tool in Brazil is practically unusable when sharing anything, whether it’s a presentation or simple navigation. When accessed via Cliq, the situation gets even worse: even basic calls fail to work properly, constantly freezing. And as you areLet's Talk Recruit: Meet Zia, your all-in-one AI assistant (Part-2)
Welcome back to Let’s Talk Recruit series. In Part 1, we introduced Zia and how AI is reshaping the way recruiters work. This time, we’re taking a closer look at how far Zia has come and how each update continues to simplify your everyday tasks. WhenWARNING : Smart list automatically unsubscribes your contacts.
I created a smart list of my team members based on the criterion that their email domain was @_____. The list refreshed as expected — but it ended up unsubscribing almost all members of my team. I contacted support, but it took two months to get a reply,Export Purchase orders as Excel
Is it possible to export purchase orders as excel rather than PDF? Our suppliers don't want orders made in PDF, they need it to be excel5名限定 課題解決型ワークショップイベント Zoho ワークアウト開催のお知らせ (10/31)
ユーザーの皆さま、こんにちは。Zoho ユーザーコミュニティチームの中野です。 10月開催のZoho ワークアウトについてお知らせします。 今回はZoomにて、オンライン開催します。 参加登録はこちら（無料）：https://us02web.zoom.us/meeting/register/BGYTysOnSqa9LA9eY2IKww ━━━━━━━━━━━━━━━━━━━━━━━━ Zoho ワークアウトとは？ Zoho ユーザー同士で交流しながら、サービスに関する疑問や不明点の解消を目的としたSubforms in Stateless Forms
Stateless Forms are very useful, but we can't build complex data entry pages without Subforms. Can this be implemented? This would make Stateless Forms truly powerful.Custom Function not getting package details when triggered from Workflow Rules.
I have a custom function for Packages that submits a form in our Creator app that we use to generate custom shipping labels (internal staff complete deliveries so we cannot generate shipping labels straight from Inventory). When the function is executedBilling Preferences per Account
Hello, We are trying to setup Billing Preferences in Zoho Desk to set up a different pricing per account. We charge different pricing per hour per customer/account. Account A = 100 per hour Account B = 125 per hour In the Billing Preferences in Time EntryTime entry preview for custom time entry templates.
Our company needed time entries in a specific format to document our client interactions. Since we are using a custom time entry layout, we have lost the "preview" on the time entry tab. Using the default time entry layout, you get a small preview ofImplementing a Self-Invoicing/Vendor Portal in Zoho Creator
Hello Zoho Community / Creator Experts, We would like to build a Self-Invoicing Portal (Vendor Portal) in Zoho Creator for our external contractors. Our goal is to allow approved contractors to log in, submit their invoice details (hours worked, projectBlocked Email
We are a Zoho One subscriber and use Yahoo as our MX provider. A few times each year, for the past four years, CRM blocks one or more of my Zoho One users from receiving internal email from CRM. This includes "@mentions" in all modules, and emails fromAble to change project on timelog entries
Ability to move the timesheet entry from one project to another. When a user adds a wrong entry a manager can change/update the timesheet entry to the correct project.i cannot use <b></b> to bold the message in Creator C6!!!!???What?
Dear experts and friends, Now Creator 6 blocking us from using <b></b> Anyone facing this issue? I faced it on Creator C6 Previously, it used to work. Now failed to work. Faint~ Seek guidance from everyone on how to bold the message. The super simpleKnowledge base: The nitty-gritty of SEO tags
A well-optimized knowledge base with great SEO can benefit your company by allowing customers to find help articles and support resources using search engines. This enables customers to quickly and efficiently find the information they need without directIntroducing swipe actions in the Zoho CRM Android app
Hello everyone, How much time do you spend each day on your list view? Probably quite a lot. Since it's such an important part of your work, wouldn't it be easier if you could take action directly from your list view instead of opening each record oneContent Security Policy
Is there a place in ZOHO CRM to add a Content Security Policy to allow for a call to a google.com map, from inside our current app? Or, how do I resolve the issue below?? jquery.js:1 Refused to load the script 'https://maps.google.com/maps/api/js?v=3.41&libraries=places&sensor=true&key=AIzaSyAyQzKeKSbLci4LwZhn9oXvtCkbUo1Ae4g&callback=map_loader'Option to select location?
As a business coach, I meet with clients at various public locations. I have two or three pre-determined locations that I meet at. I would like the client to choose the location when booking an appointment. Is there a way to do that with a single service, or is the best way to accomplish this by creating one service for each location offered?Unified WhatsApp Number Management in Zoho Desk and SalesIQ
Dear Zoho Desk Support Team, We are currently utilizing both Zoho Desk and Zoho SalesIQ for our customer support operations. While both platforms offer WhatsApp integration, we are facing challenges due to the requirement of separate WhatsApp numbersProvide a standard structure to your content using article templates
Hello everyone, When multiple writers work on different documents, maintaining a standard structure can be challenging as each of the writer follows a different writing style. However, when the structure, tone, and format of every document is different,How to update custom multi-user field in Zoho Projects?
I'm trying to update custom multi-user fields in Zoho Projects via a Deluge function in CRM. The code I have so far is below. It works for updating standard project fields and single-line custom fields, but it does not work to update multi-user fields.Accessibility Spotlight Series - 1
Every user interacts with products differently, what feels intuitive to one may be challenging for another. Addressing this, accessibility is built into Zoho Project's design philosophy. This helps users navigate and perform actions with ease irrespectiveProjects Tasks Not Showing Dependencies
I'm clicking on tasks and the popup to add dependencies isn't showing. I can't disconnect the nodes either. For some reason when I slide a task backwards it says it cannot go before a predecessor, even though there is not predecessor. Double clickingDeprecation of C4 endpoint URLs
Note: This post is only for users who are still using the C4 endpoints. Hello everyone, At Zoho Creator, we're committed to continuously enhancing the security, performance, and capabilities of our platform. As part of this ongoing effort, we'll be deprecatingIntroducing AWS authentication for connections in Deluge
Hello everyone, We're incredibly excited to announce the all-new AWS authentication for connections in Deluge! This highly anticipated feature simplifies connecting to Amazon Web Services, opening up a world of possibilities and allowing you to seamlesslyTimeline Tracking Support for records updates via module import and bulk write api
Note: This update is currently available in Early Access and will soon be rolled out across all data centers (DCs) and for all editions of Zoho CRM. The update will be available to all users within your organization, regardless of their profiles or roles.Customize User Invites with Invitation Templates
Invitation Templates help streamline the invitation process by allowing users to create customized email formats instead of sending a one-size-fits-all email. Different invitation templates can be created for portal users and client users to align withListObjects is recognized by VBA
Sub addNewRow() Dim ws As Worksheet ' Set your worksheet name Set ws = ThisWorkbook.Sheets("Invoice") ' Set your table name (change "Table1" to your actual table name) ws.ListObjects("InvItems").ListRows.Add End Sub I am getting Unknown function: LiKPI Widget dashboard select periods
I have a problem with selecting periods as a user filter. In the beste scenario I would like to have to have a period filter like Google Analytics has of Datastudio (see attachment). In the KPI widget I "Group by "inquiry_date" on week&Year". It selectsNeed a way to secure Prefill URLs in Zoho Forms (hide or encrypt prefilled values)
Hi everyone, I often use Zoho Forms with prefilled URLs to simplify the user experience — for example: https://forms.zohopublic.com/.../form?Name=David&Amount=300 However, the problem is that all prefilled values are visible and editable in the link.Can’t send emails from Zoho CRM after adding a new user — verification codes not received
Hi everyone, We recently added a new user to our Zoho CRM account and purchased an additional license. Since then, we haven’t been able to send any emails from Zoho CRM. Our Zoho Mail accounts are working perfectly, we can send and receive emails directlyCRM for email in Outlook: how to ignore addresses?
We’re using the "Zoho CRM for email" add-in for Outlook. When opening an email, the add-in displays all email addresses from the message and allows me to add them to the CRM or shows if they’re already contacts. However, sometimes people listed in ToScheduling Calls in CommandCenter / Blueprints
I would love it if you could add a function to schedule a call in the lead's record for a future date. I know you can add a Task by going to Instant Actions > Task and completing the form: These tasks go into the lead's record under Open Actions. ButNext Page