Kostas Setzas

I created a Switchboard with a custom Switchboard integration (as the default integration) and the "zd:agentWorkspace" as a second integration, as shown below:

{
    "switchboardIntegrations": [
        {
            "name": "zd-agentWorkspace",
            "integrationId": "64a***6aa",
            "integrationType": "zd:agentWorkspace",
            "deliverStandbyEvents": false,
            "nextSwitchboardIntegrationId": "650***13d",
            "messageHistoryCount": 10,
            "id": "64a***e39"
        },
        {
            "name": "Custom Bot",
            "integrationId": "650***431",
            "integrationType": "custom",
            "deliverStandbyEvents": true,
            "messageHistoryCount": 10,
            "id": "650***13d"
        }
    ]
}

Additionally, my Webhook is as follows:

{
    "webhooks": [
        {
            "id": "650***430",
            "version": "v2",
            "triggers": [
                "client:add",
                "client:remove",
                "conversation:create",
                "conversation:read",
                "conversation:message",
                "conversation:postback",
                "conversation:typing",
                "switchboard:acceptControl",
                "switchboard:offerControl",
                "switchboard:passControl",
                "user:update"
            ],
            "target": "https://***.ngrok-free.app/zendesk/webhook",
            "secret": "***",
            "includeFullUser": true,
            "includeFullSource": true
        }
    ]
}

Based on the documentation:

Shorthand syntax should not be used to pass control of the conversation if you are using Zendesk Agent Workspace. Agent Workspace will automatically pass control to the next integration whenever a ticket is closed so that no shorthand syntax or API calls are needed.

This is not the case in my implementation. I never receive a webhook event when the ticket is closed (or solved). I only receive the "switchboard:passControl" events when an agent sends the shorthand syntax as a message.

1. Is there something else I should configure in order to receive an event when the ticket gets closed or solved?
2. Additionally, is there an option to receive an event when an Agent accepts a conversation?