Interrupt ticket submit

Answered

Posted Aug 17, 2022

Hi,

I’m trying to figure out a way to interrupt the ticket submission until the agent fills out a few fields in a modal, is that possible somehow?

The modal opens when a ticket is submitted as solved, and supposed to interrupt the submitting until the agent clicks a submit button in the modal. I’ve tried using save hook events (https://developer.zendesk.com/api-reference/apps/apps-support-api/ticket_sidebar/#ticket-save-hook-events), but can’t quite figure out how to make it work.

Any hints would be much appreciated!

5 comments

Date

Oleg

Aug 17, 2022

Hey Thomas Busse,

What have you tried so far (how does your code look)?

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Eric Nelson

Zendesk Developer Advocacy

Aug 18, 2022

Hey Thomas,

You can see how to do this here.

Hope this helps!

Thomas Busse

Aug 22, 2022

Hi Oleg and Eric,

Thanks for responding. This is the code I’m using:

client.on('ticket.save', async () => {
client.context().then(create_modal); //this creates the modal
returnPromise.reject(false);
});

This immediately fires the “his app has prevented the submission of the ticket...”-message - how do I prevent this and instead continue the saving process after the fields in the modal have been filled out and the submit button was pressed there?

Thomas Busse

Sep 01, 2022

I’m still stuck with this, if anyone has an idea or even sample code that would be much appreciated!