Question on Zendesk Custom Application - Media Specific Application
What is the best way to handle a custom Zendesk application that is only relevant to a certain type of interaction (voice only use case).
Is there a suggested way to expose this custom application only during these types of voice support requests and hide it for others like messaging?
Thanks!
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Hi Alan,
In which locations does your app appear? Also, which portion of the app are you looking to hide? Can you share a bit more info about your use case?
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The application is rendered in the support, ticket_sidebar. I was wondering, since our app is specific to voice interactions (agent assist, real time transcription, etc), we could use some Zendesk identifier/event exposed via ZAF like the via.channel to show our application for voice tickets and hide our application for non-voice tickets or possibly to be more granular, for certain types of voice tickets and not others, maybe using tags. Basically some contextual logic.
I am not sure if that visibility ability exists programmatically for Zendesk custom apps (see the image below with the red arrow - how the end-user can manually do this via the UI).via.channel
How the ticket was created. Examples: "web", "mobile", "api"
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Hi Alan,
Thanks for the context. The channel used to create the ticket is available to ZAF in the ticket sidebar via the ticket object. You can leverage this to conditionally show specific content within the app based on the channel. But there wouldn't be a way to hide the sidebar app entirely.
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Just following up, as I remember that the show and hide actions are available to the sidebar locations. So you would be able to hide the ticket sidebar app conditionally based on the ticket channel. Sorry for any confusion.
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