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Agent comment send interception



Posted May 20, 2024

Is it possible to monitor and intercept sending a message by an agent? Something akin to ticket.save for comments.

Our app tries to make conversations in different languages seamless and we want to be sure that agent didn’t forget to translate their message before sending it, so we need some kind of API to check/translate a message right after agent clicked send (via keyboard shortcuts or interface elements) and before the comment is submitted.


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Rafael Santos

User Group Leader

Hey Alisa,

That exactly already exists: Ticket save hook events

You can have a Zendesk Support app intercepting agent comments, have its content be sent to a backend app of yours and set to a waiting state, in which you can either periodically poll for a result, or wait for a notification, have the BE app validate language or whatever else you define, then finally submit the comment, submit the updated comment, or do nothing.

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Hello Rafael,

Sorry, I think my message wasn’t worded very clear. Yes, we already use ticket.save, but it doesn’t fire when agent is sending a message when they hit enter/click send, for example (chat use case), only if they save the ticket. So we need something that’s like ticket save but triggered on message sent.

Am I missing something?

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hello?
on save can intercept agent here:

but we also need to intercept their messages here:
 

is it possible?

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