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.
This article includes the following topics:
Installing and configuring the app
The Cancel Ticket Submit app can be installed from the Zendesk Marketplace.
To install and configure the app
- In Admin Center, click Apps and integrations in the sidebar, then select Apps > Zendesk Support apps, and click Marketplace.
- Enter "Cancel Ticket Submit" in the search bar on the left.
- Click the Cancel Ticket Submit app, and click Install.
- In the Installation section, enter a name for the Cancel Ticket Submit app, enable group and role restrictions if required. These configuration options are also available after installation by navigating to Admin > Apps > Manage.
- If you would like tickets to submit automatically at the end of the timeout, select the Allow automatic ticket submission after timeout check box. Otherwise, the application will block submission of the ticket at the end of the timeout.
- In Global Ticket Submission Delay Timeout, set the number of seconds for the delay. 30 seconds is the maximum time.
- Select the Allow each agent to select their own timeout to cancel a submission check box to allow agents to set their own timeout interval. If an agent sets the timeout to 0, the dialog won't appear and the app won't prevent ticket submission.
- Select Verify only public replies to only confirm sending public replies and not internal comments.
- To add a tag to the ticket when it has been cancelled, list the tags in the Ticket Submission Cancel Tags field as comma-separated values. For example,
- You can specify email domains to be considered as internal recipients' domains by listing them in the Internal domains field as comma-separated values. For example,
- You can specify words or phrases to disallow in a response by entering them in the Words or phrases to disallow setting.
- Click Install.
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.
Version 2.3.0 - 2021-07-29
- Made all Paid plans available as Free (Marketplace update coming soon)
Version 2.2.1 - 2021-05-10
- Bug Fixes
- Fixed an issue where a ticket wasn't able to be saved or submitted when an agent sets their timeout to "0"
Version 2.2.0 - 2021-05-10
- New feature for Plus and Premium plans
- Added an App setting to restrict the use of certain words and phrases from being submitted as part of a public comment.
Version 2.1.2 - 2020-04-06
- New feature for Plus and Premium plans
- Setting to only show the confirmation on public replies
- Bug fixes
- Fixes the icon display
Version 2.1.1 - 2019-12-16
- Bug fixes
- Fixes an issue with problematic translations
- Package upgrades and updates
Version 2.1.0 - 2019-12-16
- Added Plus and Premium tiers with the following new features:
- Confirm all attachments before allowing the ticket to be sent
- Confirm all recipients on a ticket and show if they are internal or external domains
- Confirm if a reply is public or internal
Version 2.2.0 - 2020-05-06
- Added feature to observe restricted words
Version 2.3.0 - 2021-07-30
- Convert and incorporate all paid features into Free plan
Version 2.3.0 - 2021-07-29
With today's release we are seeing some odd behavior.
We have this setup for the Basic plan but the app is behaving as if we have Premium. It is prompting to confirm recipients and public comments. Is this expected? We'd like to continue to have only the functionality of the basic plan even if the premium plan is now free.
The new update will convert and incorporate all paid features into Free plan. That said, you will now have full access to all the app features.
I'd like to request that in a future update, we have the ability to select which features we enable for this app. While it is nice that we are getting all of the premium features at no cost now, it would be nice to be able to choose which confirmations the agents need to do.
Thank you for your feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community and Help center help influence future Zendesk functionality.
I'm not seeing any option for a free plan - in fact, the latest update seemed to have removed the functionality of the app entirely. Only option now is to pay.
Any help would be great?
+1 in favour of configuring which features are enabled. Ticket CC confirmation is proving disruptive for us so we're looking at alternative approaches to keep the core function of reviewing the ticket message before submitting.
@... You should see the app listed as free now, let us know if you're still not seeing that.
@... Thanks for your feedback as well.
When a ticket contains multiple images, regardless of whether we confirm each image individually or use the "Confirm All" option, the Save button remains grayed out. We are using automatic ticket submission after timeout, so we have a workaround, but just wondering if this is expected behavior?
It looks like not all attached files in the ticket are selected yet that's why the Save button is grayed out. That is the expected behavior as when clicking Confirm All or selecting all of the attached files, it should also check the box beside Filename indicating it selected all attached files. Here's a screenshot:
I hope this helps. Let me know if this is not the case for you and we’ll get this sorted out!
How can I turn off the "Confirming recipients" option. We don't need that. It is preventing our automations from functioning properly.
The "confirm recipients" feature used to be a plus and premium feature, but it has since been added to the free plan. I'm afraid that currently, there is no way of "deactivating" this feature while using the app. If there is a follower or a CC on the ticket, the App will have the "confirm recipients" section on the pop up.
I can recommend you to add your feedback to the "Cancel Ticket Submit" app request thread. The more traction your post receives, the more chances there are for our Development team to consider implementing the change.
I hope this was helpful!
I added to the app request thread 2 months ago with no response, so I will post here.
We've now had to disable this app because of how much chaos it can potentially cause. Can you help me understand why the default would be to strip out the CC's on a ticket?
It would make sense to have by default all of the CC's checked and remove them as you see fit, but having them default to not being selected is setting up agents and end-users for failure.
It is so simple to miss checking a box and then the end-user doesn't receive the response. I like the concept of this app, but I disagree with how it's currently configured. Are there any plans to revisit the functionality within it?
Thanks for providing your feedback! Rest assured that we keep track of this requests and threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions and I believe that is something that you have shared already.
I'd suggest following our Announcement page or the said thread for any updates if ever there are plans to update the said app.
We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.
The features of this app are very powerful, but I have not been able to use it because I cannot set prohibited words for each brand. I strongly hope you will add a feature that allows us to set banned words for each brand.
It seems that many users would like to have the "CC" recipients selected by default. Is that on the product roadmap? If it is, is there an estimate for when that might be implemented?
It's causing a lot of trouble for our users, especially since the CC's are permanently removed from the ticket, so it's hard to undo the problem if a recipient is accidentally excluded from an update.
I'd rate the severity as a 4 out of 5.
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