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
Notebook audio recordings disappearing
I have recently been experiencing issues where some of my attached audio recordings are disappearing. I am referring specifically to ones made within a Note card in Notebook on mobile, made by pressing the "+" button and choosing "Record audio" (or similar),Has anyone built a ticket export that allows Help Center users to export the tickets shown in the My Area list they are looking at?
Hi, We are moving to Zoho Desk soon. Our current support system displays an option in our help center allowing customers to export their Open, Closed, or all tickets based on which list they are looking at. We need to offer the same in Zoho Desk helpTwo factor authentication for helpdesk users
The company i work for wants use the helpdesk site in Zoho desk, as a place for their distribution partners to ask question and look for information about our product. The things there is suppose to go up there is somewhat confidential between my companyZoho Desk: Q2 2025 | What's New
Hello everyone, We are excited to announce Zoho Desk's 2025 Autumn updates. This release brings new features and enhancements that improve work management and enable businesses to provide a better overall support experience. Spanning from Zia Agents toCheckboxes not adhering to any policy in mail merge - data from CRM
I want checkboxes to appear depending on whether the checkbox in the CRM module is ticked or not. However, the tickboxes that appear are either ticked or not, but don't correlate to the actual selections in the CRM module. This is is despite updatingItems Landed Cost and Profit?
Hello, we recently went live with Zoho Inventory, and I have a question about the Landed Cost feature. The FAQ reads: "Tracking the landed cost helps determine the overall cost incurred in procuring the product. This, in turn, helps you to decide theCC and/or BCC users in email templates
I would like the ability to automatically assign a CC and BCC "User (company employee)" into email templates. Specifically, I would like to be able to add the "User who owns the client" as a CC automatically on any interview scheduled or candidate submittedCreate Contract API Endpoint Unclear "inputfields" Requirements
Hello, I'm trying to create a Deluge function that accepts inputs from a form in Zoho Creator and creates a barebones contract of a given type. See below for the current code, cleaned of authentication information. // Fetch form data // Hidden field client_nameKaizen #46 - Handling Notes through Zoho CRM API (Part 1/2)
Hello everyone! Welcome back to another week of Kaizen! This week, we will discuss Handling Notes through Zoho CRM API. What will you learn from this post? Notes in Zoho CRM Working with Notes through Notes APIs 1. Notes in Zoho CRM 1a. Why add Notes to records? Notes are a great way to summarize your observations on customer and prospect interactions and outcomes. By saving notes as CRM data, a sales rep will always be able to keep track of how a sale is progressing. To know more about notes inMarketer's Space - Why email marketing matters in ecommerce (and how to get started with Zoho Campaigns)
Hello Marketers, Welcome to this week's Marketer's space post. Today, we'll discus why email marketing matters in ecommerce businesses. Running an online store is exciting but challenging. If you're running an online store, you've probably experiencedZoho Campaigns Event timestamps do not propagate to Zoho CRM
We have integrated Zoho CRM and Zoho Campaigns. But when looking at Contact records, the Campaign event data is missing the actual timestamps: especially when a particular email was sent. They're not in the Campaigns related list, and the cannot be foundKaizen #121 : Customize List Views using Client Script
Hello everyone! Welcome back to another interesting Kaizen post. In this post, we can discuss how to customize List Views using Client Script. This post will answer the questions Ability to remove public views by the super admin in the Zoho CRM and IsSetting default From address when replying to request
At the moment, if I want to reply to a request, the From field has three options, company@zohosupport.com, support@company.zohosupport.com, and support@company.com. The first two are really internal address that should never be seen by the customer andTip #45 - Explore Your Support Reach with Zoho Assist’s Geo Insights - 'Insider Insights'
Understanding where your remote support sessions are happening can help you make smarter decisions, allocate resources effectively, and improve overall customer satisfaction. In this week's Zoho Assist's community post we will be exploring Geo InsightsFormatting of text pasted into Zoho documents
Howdy, I'm a newbie and finding Zoho an improvement to MS Word. Consider yourself hugged. High on my wish list would be plain text cut-and-paste. When pasting text from the web to Zoho, presently Zoho imports the formatting along with the text. This means that every cut-and-paste operation brings in text in a different font, size, or style. Can we have at least the option of importing plain text without formatting (or better yet, is this option already out there?) ... Thanks HelenAdd additional features to Zoho Tables
Zoho Tables is a really great tool, why not add features like diagramming capability into the tool from applications like Draw.io which I believe is open source, you should be able to do wireframes, process flow diagrams, network design, etc. Please noteThe Social Wall: August 2025
Hello everyone, As summer ends, Zoho Social is gearing up for some exciting, bigger updates lined up for the months ahead. While those are in the works, we rolled out a few handy feature updates in August to keep your social media management running smoothly.The Social Wall: July 2025
Hello everyone! July has brought some exciting new updates to Zoho Social. From powerful enhancements in the Social Toolkit to new capabilities in the mobile app, we’ve packed this month with features designed to help you level up your social media presence.Use Zoho Creator as a source for merge templates in Zoho Writer
Hello all! We're excited to share that we've enhanced Zoho Creator's integration with Zoho Writer to make this combination even more powerful. You can now use Zoho Creator as a data source for mail merge templates in Zoho Writer. Making more data fromTagged problem !!!
Damn it, we're one of dozens of construction companies in Africa, but we can't link purchasing invoices to projects. Why isn't this feature available?Syntax for URLs in HTML Snippets
What are some best practices for inserting a URL in an HTML snippet? I've looked at Zoho Help articles on navigation-based and functional-based URLs, but I'm still unclear on how to incorporate them in an HTML snippet. For example, 1. How do I link toThe Social Wall: June 2025
Hello everyone, We’re back with June Zoho Social highlights. This month brought some exciting feature updates—especially within the Social Toolkit—to enhance your social media presence. We engaged with several MSME companies through community meet-upsMake panel configuration interface wider
Hi there, The same way you changed the custom function editor's interface wider, it would be nice to be able to edit panels in pages using the full width of the screen rather than the currently max-width: 1368px. Is there a reason for having the configuration panel not taking the full width? Its impossible at this width to edit panels that have a lot of elements. Please change it to 100% so we can better edit the layouts. Thanks! B.Tip 7: How to fetch data from another application?
Hi everyone, Following our Zoho Creator - Tips and Tricks series every fortnight, we are back today with a tip based on one of the most popular questions asked in our forum. This tip would help you fetch data from another application(App B) and use itThe Social Wall: May 2025
Hey everyone, We're excited to share some powerful updates for the month of May! Let's take a look! Reply to your Instagram and Facebook comments privately through direct messages Are you tired of cluttered comment threads or exposing customer queriesSub-Form Fields as Filters for Reports
Hi, I would like to use the Sub-Form Fields as Filters in Reports just like we do for Main Page Fields. Thanks DanZoho CRM Formula - Current Time minus Date/Time field
Hello, I am trying to prevent duplicate emails going to clients when more than 1 deal is being updated. To do this, I would like to create a formula to identify if a date/time field is >= 2 hours ago. Can someone please help me write this formula? Example:Billing Management: #7 Usage Billing in Telecom & Internet Service Provider
Telecom and Internet Service Providers operate in markets where usage varies drastically from one customer to another. While flexible, usage-based models align revenue directly with consumption, they also introduce operational challenges like real-timeZoho Sprints - Q3 updates for 2025
The updates for the third quarter of 2025 are out. A few significant features and enhancements have been rolled out to improve user experience and product capabilities. The following are the updates: Manage tags and cluster tags Record and maintain projectKaizen #208 - Answering your Questions | Functions, AI and Extensions
Hello Developers! Welcome back to a fresh week of Kaizen! We are grateful for your active participation in sharing feedback and queries for our 200th milestone. This week, we will answer the queries related to Functions and Extensions in Zoho CRM. 1.Zoho CRM still doesn't let you manage timezones (yearly reminder)
This is something I have asked repeatedly. I'll ask once again. Suppose that you work in France. Next month you have a trip to Guatemala. You call a contact there, close a meeting, record that meeting in CRM. On the phone, your contact said: "meet meCreating Restaurant Inventory Management on Zoho
Hi, We run a small cloud kitchen and are interested to use Zoho for Inventory and Composite Item tracking for our food served and supplied procured to make food items. Our model is basically like subway where the customer can choose breads, veggies,To Zoho customers and partners: how do you use Linked Workspaces?
Hello, I'm exploring how we can set up and use Linked Workspaces and would like to hear from customers and partners about your use cases and experience with them. I have a Zoho ticket open, because my workspace creation fails. In the meantime, how isZoho Forms to Zoho CRM : First/Last Name to just Name ?
When integrating a Zoho Form into the Accounts menu of the CRM I'm having trouble with how names are formatted ; In Forms the data is available as First Name or Last Name In the CRM there is only one field called Name How can I ensure that "John" "Smith"This festive season, offer discounts with coupon code support in Stripe Checkout
Hello form builders! It’s the festive season, the perfect time to spread joy and great deals! Now, with Zoho Forms’ latest enhancement for Stripe Checkout, you can do exactly that with coupon codes! Your payment forms integrated with Stripe Checkout canCómo creo una factura negativa o de abono?
NEcesito anular una factura y crear una nueva igual pero en negativo. El sistema no me lo permitePower of Automation::Streamline log hours to work hours upon task completion.
Hello Everyone, A Custom Function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as to when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. Requirement:-CRM : Function to add user name to text field
I have a lookup field in a module that is linked to the CRM users so we can assign a Project Lead to the customer. Sadly Zoho Marketing Automation doesn't sync Lookup fields so I need to extract information from the lookup to text fields: Lookup fieldZoho CRM - Restrict Login based on work hours
Hi there, I'm wondering if we can restrict users to login during works - For example the users would be able to login from 8am to 5pm. I have seen the IP address restriction - the only downfall is what if the customer has dynamic IP. thanks JiriTips and Tricks #46: Customize themes and templates using Show's Master View
Hi All! Let's say you want to revamp your presentation and make changes to its visual design. You can do this easily using the Master Slide and its associated layouts. The Master Slide stores information about all the layouts used in the presentation.Next Page