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 instance, let us consider that you are creating an extension for a bug-tracking software. The extension can record Zoho Desk tickets as issues in the bug-tracking software.
Now say a support agent tries to close a Zoho Desk ticket that has been recorded as an issue in the bug-tracking software. If the issue is not resolved in the third-party tool, but the ticket is closed in Zoho Desk, it would lead to a mismatch of status, causing confusion.
To prevent such a scenario, you can configure the extension to subscribe to the Zoho Desk hook defined for the close ticket event. With this hook in place, you can further configure your extension such that when an agent tries to close the ticket, the extension checks if the corresponding issue in the third-party tool is resolved. If it is resolved, the extension can give a go-ahead to close the ticket in Zoho Desk, else the ticket close event will not be executed and a relevant message will be displayed.
Zoho Desk currently supports hooks for the following events:
- Reopening a ticket
- Closing a ticket
- Adding a ticket comment
- Editing a ticket comment
- Changing the status of a ticket
- Sending a ticket response
- Closing a ticket on sending ticket response
Extensions can pause the outcome of events by passing either boolean values or promises in the event handler.
- If the boolean value TRUE is passed, the event will be executed
- If the boolean value FALSE is passed, the event will be terminated.
Similarly, if the extension resolves the promise, the event will be executed, and if the extension rejects the promise, the event will be terminated. The reason for terminating the event can be displayed as an error message to end-users.
Extensions with subscriptions to hooks must respond within 30 seconds of the event getting triggered. If this time is exceeded, control provided to the extension will be lost and the event will be executed.
Multiple extensions can subscribe to a single hook. In such a scenario, the event will be executed only if all extensions subscribed to the event pass TRUE or resolve the promise. If even one extension passes FALSE or rejects the promise, the event will be terminated.
Hook to Use When a Ticket is Reopened
- App.instance.on('ticket.reOpen', function(){
- //return promise or boolean
- })
Hook to Use When a Ticket is Closed
- App.instance.on('ticket.close', function(){
- })
Hook to Use When a Ticket Comment is Made
- App.instance.on('ticket.comment', function(data){
- })
Response
- {ticketId: "26811000000760569", content: "asdsad", isPublic: false}
Hook to Use When a Ticket Comment is Edited
- App.instance.on('ticket.comment.edit', function(data){
- })
Response
- {
- "commentId":"77ff742bd3193c0278955a2b0c66c43b42acf79f93f757e8",
- "oldContent":"test",
- "newContent":"testre",
- "ticketId":"26811000000760569"
- }
Hook to Use When a Ticket Response is Sent
- App.instance.on('ticket.reply', function(data){
- })
Response
- {
- "toAddress":"support@zohodesk.com",
- "ticketId":"26811000000760569",
- "ticketSubject":"[## 159 ##] sd",
- "threadId":"",
- "fromAdddress":"\"mpdemo\"",
- "ccAddress":"support@mpdemo.localzohodesk.com",
- "content":"%3Cdivticket.replyetyle%3D'font-size%3A13.0px%3Bfont-family%3A%20Arial%20%2C%20Helvetica%20%2C%20Verdana%20%2C%sans-serif%3B'%3ETest%20Reply%3C%2Fdiv%3E"
- }
Hook to Use When a Ticket Response is Sent and the Ticket is Closed
- App.instance.on('ticket.replyAndClose', function(data){
- })
Response
- {
- "toAddress":"support@zohodesk.com",
- "ticketId":"26811000000760569",
- "ticketSubject":"[## 159 ##] sd",
- "threadId":"26811000000783105",
- "fromAdddress":"\"mpdemo\"",
- "ccAddress":"support@mpdemo.localzohodesk.com",
- "content":"%3Cdivticket.replyasndcloseetyle%3D'font-size%3A13.0px%3Bfont-family%3A%20Arial%20%2C%20Helvetica%20%2C%20Verdana%20%2C%sans-serif%3B'%3E%3Cdiv%3ETest%3C%2Fdiv%3E%3Cdiv%3E%3Cblockquote%style%3D%22border-left%3A%201px%dotted%20%23e5e5e5%3Bmargin-left%3A5px%3Bpadding-left%3A%205px%3B%22%3E%3Cdiv%style%3D%22padding-top%3A%2010px%3B%22%3E%3Cdiv%id%3D%22ZDeskInteg%22%3E%3Cmeta%itemprop%3D%22zdeskTicket%22%20content%3D%f10fd68b0cc315920245c7c0aa2b93fdf0a3db99826a12352285b65f8e5fa7a9458849c5b9779fef3c050436477df54fca922a12fa4922ab7fd919f18ae07%22%3E%3C%2Fdiv%3E%3C%2Fdiv%3E%3C%2Fblockquote%3E%3C%2Fdiv%3E%3C%2Fdiv%3E"
- }
Hook to Use When the Status of a Ticket is Changed
- App.instance.on('ticket.status', function(data){
- })
Response
- {
- ticket.oldStatus: "On Hold",
- ticket.newStatus: "Escalated"
- }
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:
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
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
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 ...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 ...Data Storage APIs
Sometimes, the extensions you create might require data storage and retrieval capabilities. To help you in such cases, we provide a data store for extensions to set (store) and get (retrieve) data. The data can be deleted when it is no longer ...
New to Zoho LandingPage?
Zoho LandingPage Resources