Support App event listeners can't detect incoming Chat messages in ticket
Hi there,
I am working on a Support app that requires me to detect incoming chat messages from a customer/visitor that started a chat (Chat is enabled in agent account), from the auto-generated ticket in Support Agent Dashboard; but no matter what App event listener I try to help me detect when a visitor has sent a message, none of them gets triggered, even though I see the message appear in the ticket live.
App locations: ticket_sidebar and background
Some of the event listeners I've tried that didn't work are as follows:
client.on('channel.message.received') // doesn't work as I am working with a Support app, not a Chat app
client.on('comment.text.changed') // detects agent messages in editor but not received messages
client.on('*.changed') // was counting on this to detect anything but to no avail
client.on('ticket.updated')
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Hi Julienne Santos! Thanks for sharing what you've tried so far...I would have at least expected the wildcard to catch something here. Just so that I can try and narrow this down a bit, are you using Agent Workspaces? If so, do you have a sandbox environment where you can see if the issue persists in a non-AW environment?
I'll do some research on my end as well to see if this somehow bypasses all of the "normal" ticket update pathways.
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I realized that this must be an Agent Workspace setup, since that is the only time in which Chat messages would be updated in the ticket! To that end, if I am correct, this is one of the current limitations of Agent Workspaces as we outline in this article: https://develop.zendesk.com/hc/en-us/articles/360055631374#app-limitations-in-the-zendesk-agent-workspace This is something that the team is working on, I'm just not sure of the current roadmap for this feature in particular.
Let me know if it's not in AW or if you have any other questions!
Greg Katechis | Developer Support and Enablement Engineer
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