Event APIs
The following APIs help you incorporate custom functionalities in your extension when certain events occur in your help desk portal.
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.
On Adding A Comment
When a user adds a comment to a ticket from UI, the ticket_comment.add event is broadcast along with comment details.
Code Format:
- App.instance.on("ticket_comment.add", function(data){
- //data gives the comment detail
- })
The response/data sent to the extension will be in the following format.
- {
- commentId: "219cc630fdfdef9ad7bf564c20e4e7d0",
- isPublicComment: false,
- displayTime: "9 Jan 2018 12:25 PM",
- displayName: "Name",
- comment: "Test Comment"
- }
On Moving From One Ticket To Another
When the user clicks a different ticket in the All Tickets view on the left pane, the ticket_Shift event is broadcast.
Code Format:
- App.instance.on("ticket_Shift", function(data){
- //data provides status of ticket change as true
- }
The response/data sent to the extension will be in the following format.
- {
- ticket_shifted: true
- }
On Changing The Due Date Of A Ticket
When user changes due date of a ticket from UI, the ticket_dueDate.changed event will broadcast with details of the new due date.
- App.instance.on('ticket_dueDate.changed', function(data){
- //data gives the duedate changed
- })
The response/data sent to the extension will be in the following format.
- {"ticket.dueDate":"08/15/2018 12:00 PM"}
On Changing The Priority Of A Ticket
When user changes priority of a ticket from UI, the ticket_priority.changed event will broadcast with details of the updated priority value.
- App.instance.on('ticket_priority.changed', function(data){
- //data gives the priority changed
- })
The response/data sent to the extension will be in the following format.
- {"ticket.priority":"Low"}
On Changing The Classification Of A Ticket
When user changes classification of a ticket from UI, the ticket_classification.changed event will broadcast with details of the updated classification value.
- App.instance.on('ticket_classification.changed', function(data){
- //data gives the classification changed
- })
The response/data sent to the extension will be in the following format.
- {"ticket.classification":"Feature"}
On Changing The Product Associated With A Ticket
When user changes product associated with a ticket from UI, the ticket_productName.changed event will broadcast with details of the updated product.
- App.instance.on('ticket_productName.changed', function(data){
- //data gives the productname changed
- })
The response/data sent to the extension will be in the following format.
- {"ticket.productName":"Finance"}
On Changing The Phone Number In A Ticket
When user changes phone number of a ticket from UI, the ticket_phone.changed event will broadcast with details of the new phone number.
- App.instance.on('ticket_phone.changed', function(data){
- //data gives the phone changed
- })
The response/data sent to the extension will be in the following format.
- {"ticket.phone":"1 888 900 9646"}
On Changing The Status Of A Ticket
When user changes status of a ticket from UI, the ticket_status.changed event will broadcast with details of the updated status.
- App.instance.on('ticket_status.changed', function(data){
- //data gives the status changed
- })
The response/data sent to the extension will be in the following format.
- {"ticket.status":"On Hold"}
On Changing The Spam Status Of A Ticket
When user changes spam status of a ticket from UI, the ticket_isSpam.changed event will broadcast with details of the updated status.
- App.instance.on('ticket_isSpam.changed', function(data){
- //data gives the spam status changed
- })
The response/data sent to the extension will be in the following format.
- {"ticket.isSpam":"true"}
Call Events
You can also configure extensions to receive information when a call-related event occurs in your help desk portal.
On Receiving A Call
When an agent receives a call, the call.ringing event is broadcasted along with the phone number of the contact. Contact ID is included if the contact already exists in your portal.
- App.instance.on('call.ringing', function(data){
- //data gives the call information
- })
The response/data sent to the extension will be in the following format.
- {"contactId":"123456789", "number": "9876543210"}
On Answering A Call
When an agent answers a call, the call.answered event is broadcasted along with the phone number of the contact. Contact ID is included if the contact already exists in your portal.
- App.instance.on('call.answered', function(data){
- //data gives the call information
- })
The response/data sent to the extension will be in the following format.
- {"contactId":"123456789", "number": "9876543210"}
On Completing A Call
When an agent completes the conversation with the customer and disconnects the call, the call.completed event is broadcasted along with the phone number of the contact. Contact ID is included if the contact already exists in your portal.
- App.instance.on('call.completed', function(data){
- //data gives the call information
- })
The response/data sent to the extension will be in the following format.
- {"contactId":"123456789", "number": "9876543210"}
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Platform Event Callbacks
Marketplace supports callbacks for extension's events. Developer can subscribe to the supported events and when the extension event is triggered, callbacks are invoked. Supported Platform Event Callback's are, onInstall onZohoAuthorise onTPAAuthorise ...Hook APIs
Event Hooks help developers to introduce their own middlewares in the execution flow of certain UI actions. Like events, developers need to subscribe to these event hooks to control the execution of UI action by allowing or terminating the flow. For ...Data APIs
Zoho Desk provides a set of APIs that facilitate interaction between your extension and your help desk portal. The APIs available are listed below: Ticket Object Contact Object Account Object Current Call Object User Object Portal Object Department ...Invoke APIs
Below are some extra APIs that you can use in your extension. ROUTE_TO INSERT MODAL_CLOSE RESIZE ROUTE_TO This command navigates between the multiple subtabs on the ticket detail page. Listed below are the different routes supported: ...Extension APIs
These APIs fetch or set information related to the extension. Get extension config variable: Fetch the installation parameters of the extension. In production mode, only those parameters that have the value of the secure key set to false are ...
New to Zoho LandingPage?
Zoho LandingPage Resources