The Cancel Ticket Submit app prevents ticket update submissions and allows an agent to review their comments before submitting the ticket update in Zendesk to help prevent errors and missed information. Agents can also review attachments and recipients on a ticket, as well as confirm that the reply is public or private.
Using the app
When a ticket is submitted, if the timeout is set to a number greater than 0, a modal displays the text of the ticket comment. This gives the agent the opportunity to review their comment and stop the ticket submission if they need to edit the comment.
Confirming the ticket comment
The dialog that is displayed when the ticket is submitted shows the comment text. If the agent clicks Cancel or clicks out of the dialog box, it returns to the ticket window to make corrections. If they click Save, the app proceeds to allow submission of the ticket.
Confirming to send a public or private reply
Provides confirmation that you've sent a public reply or an internal note is shown. This displays either "You are sending a Public Reply" or "You are sending an Internal Note." Otherwise, the behavior is the same as confirming the ticket comment.
Confirming attachments on a reply
An agent can confirm if they want to include the attachments on the current reply. The attachments must be confirmed, either by clicking each individual check box or by clicking Confirm All, before the Save button is enabled to allow the ticket to be sent.
A list of all recipients who will receive the reply are shown. If you have specified internal email domains in your app settings, the app interface at the top shows the number of internal recipients, the total number of external recipients, and the number of external email domains in the list.
Select the recipients to send the message. Recipients that are not selected are removed from the CC list on the ticket.