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Event on Ticket Creation via Email

image avatar

Ronald Czachara

Posted Mar 31, 2022

Hi there,

We have an app that sends an HTTP request when new tickets are created. The idea is to generate an alert in our own product.

All words find when I create the ticket manually. However, when the ticked is created via email the event (ticket.saved) does not seem to be triggered.

In the manifest the app is marked as a background app:

  "location": {
    "support": {
      "background": "assets/iframe.html",
      "ticket_sidebar": {
        "url": "assets/iframe.html",
        "flexible": true
      }
    }
  }
 
Am I missing something? Any help is highly appreciated.
Thanks
Ron
 

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4

4 comments

Date
    image avatar

    Tipene Hughes

    Zendesk Developer Advocacy

    Hey Ronald,
     
    System created tickets such as email and API tickets don't automatically fire the ticket.saved event on creation. For this particular use case, web hooks and triggers might be the best way to accomplish what you're looking to do. Here's an article that goes in to a bit more detail:
     
    https://support.zendesk.com/hc/en-us/articles/4408839108378-Creating-webhooks-in-Admin-Center
     
    I hope this helps! Feel free to reach out with any questions.
     
    Tipene

    0

    image avatar

    Ronald Czachara

    Thanks Tipene Hughes,

    OK, that explains the behavior then. Would be nice to be able to handle this in our app somehow.

    Cheers

    Ron

    0

    image avatar

    Amit Chinchane

    Does this mean, we can not use the below event?

     client.on('ticket.create', function(data) {
            console.log('ticket  created!');
        });
        //----------updated --------------
        client.on('ticket.update', function(data) {
            console.log('ticket  updated!');
        });

    0

    image avatar

    Erica Girges

    Zendesk Developer Advocacy

    Hi Amit,
     
    After double checking our ticket events, it looks like ticket.create or ticket.update aren't valid events that our framework recognizes. Therefore, it wouldn't produce the desired result. 
     
    Apologies for any inconvenience this may cause.
     
     
    Erica

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