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Ability to close a ticket tab via an App or go to the next ticket in the Guided mode flow
Posted Sep 11, 2024
Hello,
Till now I tried without success to make the App close a ticket in the GUI. I'm not speaking about the ticket status.
Is there a way? I also checked if I could use the functionality behind the close button on the Chat. But Zendesk built it so, that I can't really follow what happens there. So I can't know if I can somehow replicate this.
Also most of our agents work in the Guided mode. I did not find a way to make the App move to the next ticket in the GUI.
Is there a way?
Thank you!
Sebastian
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4 comments
Li Xia
Zendesk doesn’t provide a direct API or App Framework function to close ticket tabs within the agent workspace UI. The App Framework allows you to modify ticket data or perform backend actions, but manipulating the actual agent interface (like closing tabs) isn’t supported out of the box.
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Sebastian
Li Xia when you say “ouf ot the box”, which workarounds would exist for that, if any?
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Li Xia
One idea is to make a browser plugin that executes some JS when called upon.
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Sebastian
Good idea. Tampermonkey/Greasemonkey might be able to shorten the development even.
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