How to customize the Tickets module for the ASAP Flutter SDK?
The Ticket module in Zoho Desk manages all customer support requests and inquiries. Each ticket includes the customer's name, email address, phone number, and issue description. The Ticket module also offers automated ticket assignment, escalation, and SLA management to help support teams streamline their workflow and assist customers efficiently.
These methods help configure the Submit Ticket form on the ASAP help widget:
Custom-configuring ticket actions
Users can perform various actions, including replying to, commenting on, and closing tickets.
The following method helps you define which actions must be allowed and which must be disallowed when users access the ticket submission screen on the ASAP help widget.
- import 'package:zohodesk_portal_ticket/zohodesk_portal_ticket.dart' show ZohodeskPortalTicket;
- import 'package:zohodesk_portal_ticket/data/zdp_ticket_configuration.dart' show ZDPTicketConfiguration;
- void setupTicketConfiguration() {
- ZDPTicketConfiguration configuration = ZDPTicketConfiguration();
- configuration.isReplyAllowed = true;
- ZohodeskPortalTicket.setConfiguration(configuration);
- }
- configuration.isReplyAllowed = false; disables the ticket reply option
- configuration.isReplyAllowed = true; enables the ticket reply option
| Method name | Functional description | Default status |
isReplyAllowed | To hide the ticket reply option. | Enabled |
isCommentAllowed | To hide the ticket comment option. | Enabled |
isTicketUpdateAllowed | To hide the ticket update option. | Enabled |
isCommentEditAllowed | To hide the ticket comment edit option. | Enabled |
isCommentDeleteAllowed | To hide the ticket comment delete option. | Enabled |
isAddTicketAllowed | To hide the add ticket option on the ticket list screen. | Enabled |
isHappinessThreadAllowed | To hide the ticket happiness thread. | Enabled |
isTicketPropertiesAllowed | To hide the ticket properties section. | Enabled |
isTicketChannelAllowed | To hide the ticket channel icon information. | Enabled |
isTicketDetailSearchAllowed | To hide the search option in the ticket detail screen. | Enabled |
Customizing the Field Visibility in the Submit Ticket Form:
The ZohodeskPortalSubmitTicket.setTicketsFieldsListTobeShown() method lets you control which fields appear in the Submit Ticket form within your ASAP help widget. By specifying the required fields, you can customize the form’s layout and improve the user experience.
After you include this method, the form displays only the fields you passed.
This method takes a list of ZDVisibleTicketField objects, the object includes:
- The department ID (mandatory) – Ensures correct mapping of fields to the respective department.
- The layout ID – Specifies the layout for which the fields should be configured.
- A list of field API names – Defines which fields should be shown in the ticket form.
- import 'package:zohodesk_portal_submit_ticket/zohodesk_portal_submit_ticket.dart' show ZohodeskPortalSubmitTicket;
- import 'package:zohodesk_portal_submit_ticket/common/ZDVisibleTicketField.dart' show ZDVisibleTicketField;
- void setTicketsFieldsListTobeShown(){
- ZohodeskPortalSubmitTicket.setTicketsFieldsListTobeShown(
- [
- ZDVisibleTicketField(
- departmentId: 'departmentId',
- layoutId: 'layoutId',
- fieldNames: [
- "fieldApiName",
- ]
- )
- ]
- );
- }
Pre-filling the ticket fields in the Submit Ticket form:
The preFillTicketFields() method allows you to prepopulate fields in the Submit Ticket form with predefined values. This is useful for automatically setting default values, reducing manual input, and ensuring mandatory fields are filled before submission.
Additionally, this method can be used to hide mandatory fields in the form. A mandatory field can only be hidden if it has a predefined value; this ensures that even though the user doesn’t see the field, it still contains valid data required for ticket submission.
- Pre-filled fields with default values, such as auto-generated IDs or system data.
- Ensure mandatory fields have values while keeping them hidden from users.
- Control field editability, some fields can be locked (non-editable), while others remain user-modifiable.
Method Implementation
To pre-fill ticket fields, create a list of ZDCustomizedTicketForm objects.
Each form should include:
- departmentId – The ID of the department where these fields should be applied.
- layoutId – The layout ID associated with the ticket form.
- customizedTicketFields – A list of ZDCustomizedTicketField objects, specifying the field name, value, and editability.
Each ZDCustomizedTicketField object contains three main properties:
- fieldAPIName (string): The API name of the ticket field. You can retrieve the API name of each field using the getTicketFields() method.
- fieldValue - The value assigned to the field (formatted based on field type).
- For multi-select fields, pass the values as a list of strings.
- Pass one of the values allowed as a string for pick list fields.
- For date fields, pass the value as a string in the dd-MM-yyyy format.
- For date-time fields, pass the value as a string in the dd-MM-yyyy HH-mm format.
- For boolean fields, pass a Boolean value.
- For all other field types, pass the values as string objects.
- Make sure that the values you pass adhere to the max length and decimal restrictions defined for the field.
- isEditable (Boolean) - A key that defines if the value in the field is editable or not.
- import 'package:zohodesk_portal_submit_ticket/zohodesk_portal_submit_ticket.dart' show ZohodeskPortalSubmitTicket;
- import 'package:zohodesk_portal_submit_ticket/common/ZDCustomizedTicketForm.dart' show ZDCustomizedTicketForm;
- import 'package:zohodesk_portal_submit_ticket/common/ZDCustomizedTicketField.dart' show ZDCustomizedTicketField;
- void preFillTicketFields(){
- ZohodeskPortalSubmitTicket.preFillTicketFields(
- [
- ZDCustomizedTicketForm(
- departmentId: "departmentId",
- layoutId: "layoutId",
- customizedTicketFields: [
- ZDCustomizedTicketField( fieldName: 'fieldApiName', value: 'fieldValue')
- ],
- ),
- ],
- );
- }
To fetch the Department ID for Ticket operations:
The Department ID is essential for various ticket operations, including:
- Pre-filling Ticket Fields – Ensuring default values are assigned.
- Showing Visible Ticket Fields – Controlling which fields are displayed in the ticket form.
The getDepartments() method retrieves available departments, providing the necessary Department ID for these operations.
- import 'package:zohodesk_portal_apikit/common/ZDResponseCallback.dart';
- import 'package:zohodesk_portal_apikit/model/ZDDepartment.dart';
- import 'package:zohodesk_portal_apikit/zohodesk_portal_apikit.dart'
- show ZohodeskPortalApikit;
- class DepartmentsDownloader implements DepartmentsCallback{
- @override
- onDepartmentsFetch(List<ZDDepartment> departments) {
- //departments fetched successfully
- }
- @override
- onError(String errorMessage) {
- //departments fetch failed
- }
- }
- void fetchDepartments(){
- ZohodeskPortalApikit.getDepartments(DepartmentsDownloader());//call this method to fetch departments
- }
To fetch the layout for a specific Department:
The layout ID helps identify different form structures available under a department. The getLayouts() method retrieves all layouts associated with a given Department ID.
- Takes the Department ID as input.
- Returns a list of ZDLayout objects containing layout details (e.g., layout ID, name).
- It helps determine which layout to apply when configuring ticket fields.
- import 'package:zohodesk_portal_apikit/common/ZDResponseCallback.dart';
- import 'package:zohodesk_portal_apikit/model/ZDLayout.dart';
- import 'package:zohodesk_portal_apikit/zohodesk_portal_apikit.dart'
- show ZohodeskPortalApikit;
- class LayoutsDownloader implements LayoutsCallback{
- @override
- onError(String errorMessage) {
- //Failed to fetch the layouts
- }
- @override
- onLayoutsFetch(List<ZDLayout> layouts) {
- //Layouts fetched Successfully
- }
- }
- void fetchLayouts() {
- ZohodeskPortalApikit.getLayouts("departmentId", LayoutsDownloader()); //Call this method to fetch the layouts
- }
To fetch the Ticket form fields for a Department and a Layout:
The getTicketForm() method retrieves the ticket form structure, including all sections and fields, for a specified Department ID and Layout ID.
- Takes the Department ID and Layout ID as inputs.
- Returns a ZDTicketForm object containing all ticket sections and fields.
- Helps in configuring ticket fields, ensuring mandatory fields are included, and managing form visibility.
- import 'dart:collection';
- import 'package:zohodesk_portal_apikit/model/ZDTicketForm.dart';
- import 'package:zohodesk_portal_apikit/zohodesk_portal_apikit.dart' show ZohodeskPortalApikit;
- import 'package:zohodesk_portal_apikit/common/ZDResponseCallback.dart' show TicketFormCallback;
- class FormCallback implements TicketFormCallback{
- @override
- onError(String errorMessage) {
- //Failed to Fetch the Ticket Fields
- }
- @override
- onTicketFormDownloaded(ZDTicketForm ticketForm) {
- //Successfully fetched the Ticket Fields
- }
- }
- void fetchTicketForm(){
- HashMap<String, String> map = HashMap();
- map["departmentId"] = "pass departmentId here";
- map["layoutId"] = "pass layoutId here";
- ZohodeskPortalApikit.getTicketForm(FormCallback(), map, null);
- }
To fetch Ticket fields for a Layout:
The getTicketFields() method retrieves all available ticket fields for a given Department ID and Layout ID. This enables developers to dynamically access field details, including API names, data types, and validation rules.
- Requires Department ID and Layout ID as inputs.
- Returns a ZDTicketFieldsList containing all ticket fields.
- Used to retrieve field metadata, which is essential for pre-filling or displaying ticket fields dynamically.
- import 'dart:collection';
- import 'package:zohodesk_portal_apikit/zohodesk_portal_apikit.dart' show ZohodeskPortalApikit;
- import 'package:zohodesk_portal_apikit/common/ZDResponseCallback.dart' show TicketFieldsCallback;
- import 'package:zohodesk_portal_apikit/model/ZDTicketFieldsList.dart' show ZDTicketFieldsList;
- class FieldsCallback implements TicketFieldsCallback{
- @override
- onTicketFieldsDownloaded(ZDTicketFieldsList ticketFields){
- //Successfully fetched the Ticket Fields
- }
- @override
- onError(String errorMessage) {
- print(errorMessage);
- //Failed to Fetch the Ticket Fields
- }
- }
- void fetchTicketFields(){
- HashMap<String, String> map = HashMap();
- map["departmentId"] = "pass departmentId here";
- map["layoutId"] = "pass layoutId here";
- ZohodeskPortalApikit.getTicketFields(FieldsCallback(), map, null);
- }
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