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
Cliq Meeting Calls No Audio and Screen Share
When in a Cliq channel meeting, the audio does not work at all on pc. When i use my phone as audio source, screen share on pc does not work. I have updated audio drivers but the strangest thing is that during a 1 on 1 call, it works well. Therefore theWork anniversary and birthdays on connect
Hello, I like the idea of having employee's work anniversary and birthdays on the dashbaord. Do you have to have the employee complete this information themselves in connect settings, or does it pull from their directory settings? (ie. we use Zoho oneAlias Email Id already exists
Hi I'm trying to create an alias : contact @ yoavarielevy.co.il but i get the message Alias Email Id already exists I had an account with the same name but I deleted it. Can you help? Thanx YoavFeature Request: Ability to Set a Custom List View as Default for All Users
Dear Zoho CRM Support Team, We would like to request a new feature in Zoho CRM regarding List Views. Currently, each user has to manually select or favorite a custom list view in order to make it their default. However, as administrators, we would likeAdding Multiple Products (Package) to a Quote
I've searched the forums and found several people asking this question, but never found an answer. Is ti possible to add multiple products to a quote at once, like a package deal? This seems like a very basic function of a CRM that does quotes but I can'twebinar registration confirmation are landing in SPMA folders
I am trialing zoho webinar and do not have access to custom domains. When I test user registrations, they are working but the resulting confirmation email is landing in a spam folder. How can I avoid this?Multiple organizations under Zoho One
Hello. I have a long and complicated question. I have a Zoho One account and want to set it up to serve the needs of 6 organizations under the same company. Some of the Zoho One users need to be able to work in more than 1 organization’s CRM and otherUnbundle feature for composite items
We receive composite items from our vendors and sell them either individually or create other composite items out of them. So, there is a lot of bundling and unbundling involved with our composite items. Previously, this feature was supported in formRegarding the integration of Apollo.io with Zoho crm.
I have been seeing for the last 3 months that your Apollo.io beta version is available in Zoho Flow, and this application has not gone live yet. We requested this 2 months ago, but you guys said that 'we are working on it,' and when we search on Googleworkflow not working in subform
I have the following code in a subform which works perfectly when i use the form alone but when i use the form as a subform within another main form it does not work. I have read something about using row but i just cant seem to figure out what to changeFetch data from another table into a form field
I have spent the day trying to work this out so i thought i would use the forum for the first time. I have two forms in the same application and when a user selects a customer name from a drop down field and would like the customer number field in theRecord comment filter
Hi - I have a calendar app that we use to track tasks. I have the calendar view set up so that the logged in user only sees the record if they are assigned to the task. BUT there are instances when someone is @ mentioned in the record when they are notHow to View Part Inventory and Warehouse Location When Creating a Work Order in Zoho FSM
Hi everyone, We’re currently setting up Zoho FSM and would like to improve how our team selects parts when creating a Work Order. Right now, when we add a part or item to a Work Order, we can select it from our Zoho Inventory list but we don’t see anyFSM too slow today !!
Anybody else with problem today to loading FSM (WO, AP etc.)?Not able to Sign In in Zoho OneAuth in Windows 10
I recently reset my Windows 10 system, after the reset when I downloaded the OAuth app and tried to Sign In It threw an error at me. Error: Token Fetch Error. Message: Object Reference not set to an instance of an object I have attached the screenshotMapping a custom preferred date field in the estimate with the native field in the workorder
Hi Zoho, I created a field in the estimate : "Preferred Date 1", to give the ability to my support agent to add a preferred date while viewing the client's estimate. However, in the conversion mapping (Estimate to Workorder), I'm unable to map my customIs there a way to request a password?
We add customers info into the vaults and I wanted to see if we could do some sort of "file request" like how dropbox offers with files. It would be awesome if a customer could go to a link and input a "title, username, password, url" all securely and it then shows up in our team vault or something. Not sure if that is safe, but it's the best I can think of to be semi scalable and obviously better than sending emails. I am open to another idea, just thought this would be a great feature. Thanks,Single Task Report
I'd like a report or a way to print to PDF the task detail page. I'd like at least the Task Information section but I'd also like to see the Activity Stream, Status Timeline and Comments. I'd like to export the record and save it as a PDF. I'd like theAuto-response for closed tickets
Hi, We sometimes have users that (presumably) search their email inbox for the last correspondence with us and just hit reply - even if it's a 6 month old ticket... - this then re-opens the 6 month old ticket because of the ticket number in the email's subject. Yes, it's easy to 'Split as new Ticket', but I'd like something automated to respond to the user saying "this ticket has already been resolved and closed, please submit a new ticket". What's the best way to achieve this? Thanks, EdHow to Push Zoho Desk time logged to Zoho Projects?
I am on the last leg of my journey of finally automating time tracking, payments, and invoicing for my minutes based contact center company - I just have one final step to solve - I need time logged in zoho desk to add time a project which is associatedCannot access KB within Help Center
Im working with my boss to customize our knowledge base, but for some reason I can see the KB tab, and see the KB categories, but I cannot access the articles within the KB. We have been troubleshooting for weeks, and we have all permissions set up, customersExport to excel stored amounts as text instead of numbers or accounting
Good Afternoon, We have a quarterly billing report that we generate from our Requests. It exports to excel. However if we need to add a formula (something as simple as a sum of the column), it doesn't read the dollar amounts because the export storeswhy my account is private?
when i post on zohodesk see only agent onlyGetting ZOHO Invoice certified in Portugal?
Hello, We are ZOHO partners in Portugal and here, all the invoice software has to be certified by the government and ZOHO Invoice still isn´t certified. Any plans? Btw, we can help on this process, since we have a client that knows how to get the software certified. Thank you.500 Internal Server Error
I have been trying to create my first app in Creator, but have been getting the 500: Internal Server Error. When I used the Create New Application link, it gave me the error after naming the application. After logging out, and back in, the application that I created was in the list, but when I try to open it to start creating my app, it gives me the 500: Internal Server Error. Please help! Also, I tried making my named app public, but I even get the error when trying to do that.Client Script | Update - Client Script Support For Portals
Dear All! We are excited to announce the highly anticipated feature: Client Script support for Portals. We understand that many of you have been eagerly awaiting this enhancement, and we are pleased to inform you that this support is now live for allProfessional Plan not activated after payment
I purchased the Professional Plan for 11 users (Subscription ID: RPEU2000980748325) on 12 September 2025, and the payment has been successfully processed. However, even after more than 24 hours, my CRM account still shows “Upgrade” and behaves like aAuto Update Event Field Value on Create/Edit
Hi there, I know this question has been posted multiple times and I've been trying many of the proposed similar scripts for a while now but nothing seems to work... what might I do wrong? The error I receive is this: Value given for the variable 'meetingId'Pre-orders at Zoho Commerce
We plan to have regular producs that are avaliable for purchase now and we plan to have products that will be avaliable in 2-4 weeks. How we can take the pre-orders for these products? We need to take the money for the product now, but the delivery willPayroll and BAS ( Australian tax report format )
Hello , I am evaluating Zoho Books and I find the interface very intuitive and straight forward. My company is currently using Quickbooks Premier the Australian version. Before we can consider moving the service we would need to have the following addressed : 1.Payroll 2.BAS ( business activity statement ) for tax purposes 3.Some form of local backup and possible export of data to a widely accepted format. Regards Codrin MitinProblem with Email an invoice with multiple attachments using API
I have an invoice with 3 attachments. When I send an email manually using the UI, everything works correctly. I receive an email with three attachments. The problem occurs when I try to initiate sending an email using the API. The email comes with onlyPage Layouts for Standard Modules like CRM
For standard modules like quotes, invoices, purchase orders, etc, it would be a great feature to be able to create custom page layouts with custom fields in Zoho Books similar to how you can in Zoho CRM. For example, and my current use case, I have aNon-depreciating fixed asset
Hi! There are non-depreciable fixed assets (e.g. land). It would be very useful to be able to create a new type of fixed asset (within the fixed assets module) with a ‘No depreciation’ depreciation method. There is always the option of recording landFixed asset management
I want to know if there is any individual module for fixed assets managementOne time sale item in billing automatically detects as service
if i have some items which i don't want to add in my "item" list because its sold only for one time. but when i type item name in invoice, it (system) automatically takes it as a service and despite of HSN , it shows SAC code to be entered. if its selectable i.e. either item or service , it would be very helpful and a must have feature.Project template after project creation
How can I apply a project template AFTER the project has been created?convert the project to templet
i have some deployment ME product for different customer , i need to create a fixed template for use it rather then keeping creating this template every timeRelated Module in Sharing Rules
Zoho CRM team recently added the feature to filter records by Related Records It will be really beneficial if we can have this feature for Sharing Rules as wellAssignment Thresholds Resetting After Lead Conversion
Hello everyone, We're facing an issue with Zoho CRM's lead assignment thresholds that makes them unsuitable for our workflow. I'm hoping to find a potential workaround or solution from the community. Here’s our current process: A new lead is created automaticallyTerritory view for custom modules?
I have recently activated territories however I can't seem to find how to use territories for custom modules? These modules have territories: Contacts / Accounts / Opportunities These modules don't have territories: Buildings (custom module) andNext Page