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t save hook events event description ticket submit start the ticket save has been initiated hook handlers haven t run yet ticket submit done the ticket save was successfully completed ticket submit fail the ticket save failed due to a responding ticket save hook handler ticket submit always the ticket save lifecycle has been completed always fires regardless of success or failure example client on ticket submit start function handler code the event handler doesn t receive any parameters ticket updated events you can use the following event to run some code when a ticket is updated by another agent ticket updated the event is useful for avoiding agent collisions where one agent updates a ticket that another agent is currently working on the event handler receives as a parameter the user who updated the ticket see the user object the event fires when one of the following is true an end user updates a ticket another agent saved changes to the ticket and the changes have been auto updated to all other concurrent viewers the stay on ticket behavior is in effect for an agent and the agent saves changes to the ticket an update is made to the ticket with the rest api example client on ticket updated function user do something when the ticket is updated ticket collision events when another agent is viewing the same ticket as the logged in agent the following event fires ticket viewers changed listening for this event allows your app to display the other agents currently viewing the ticket the handler of the ticket viewers changed event receives an array of collision user objects as the first argument these objects in addition to all the methods available for the user object also have isediting and isidle methods to determine the viewer s state on the ticket ticket save hook events hook events allow your app to hook into product events and block the completion of the event until your app responds you can use the following hook event in a ticket sidebar app ticket save the event fires immediately after a user clicks the ticket submit as button or presses a keyboard shortcut to save a ticket when a ticket save hook fires your app can run a custom function and decide whether the ticket save action should proceed or not the hook handler can be synchronous or asynchronous example client on ticket save function handler a ticket save hook handler can affect the action that triggered it in one of two ways allow the ticket save action to proceed prevent the ticket save action from proceeding allowing a ticket save action to proceed to allow the ticket save action to proceed return true example client on ticket save function do something return true if your app needs to do something asynchronous such as an ajax request use a promise if the promise is resolved the save action proceeds preventing a ticket save action from proceeding to stop the ticket save action from proceeding in a general hook handler return false example client on ticket save function do something return false you can notify the user that the action was cancelled see notifying the user if the ticket is not saved below if your app needs to do something asynchronous such as an ajax request use a promise to halt the ticket save operation in an asynchronous function the promise must be rejected example client on ticket save async return promise reject false notifying the user if the ticket is not saved when a ticket save hook handler cancels a ticket save action you can display a custom message in a notification box on the upper right side of the zendesk support interface the custom message is displayed as an error notification meaning that it s styled as an error and is persistent in the agent interface until the user dismisses it you can supply the notification by returning the string from the hook handler client on ticket save function do something return the ticket wasn t saved you can also supply the notification string as an argument to the reject method in a promise if you don t supply a notification message then a default message is displayed along with the name of the app that disallowed the ticket save the name is the value of the name property in your manifest file example name hook line and sinker author name jennifer hansen resolving conflicts when multiple apps respond to the hook more than one app may respond to the ticket save hook for example when a user tries to save a ticket two apps may allow the action to proceed while a third app may not if multiple apps respond to the ticket save hook the following rules apply if any app disallows the ticket save then the save action is canceled if all apps allow the ticket save action then the save action is performed global timeout because hook handlers can be asynchronous it s possible that a handler may never respond if one or more hook handlers fail to respond after a global timeout period of 60 seconds the ticket save action is canceled and the hook handlers are ignored using ticket submission events the framework provides a number of ticket submission events in addition to the ticket save hook see ticket submission events ticket object ticket get client get ticket returns ticket ticket object properties properties ticket assignee ticket brand ticket collaborators ticket comment ticket comments ticket conversation ticket createdat ticket customfield fieldname ticket customstatus ticket description ticket editor ticket emailccs ticket externalid ticket followers ticket form ticket id ticket isnew ticket organization ticket postsaveaction ticket priority ticket recipient ticket requester ticket sharedwith ticket status ticket statuscategory ticket subject ticket tags ticket type ticket updatedat ticket via ticket viewers actions ticket collaborators add ticket collaborators remove ticket emailccs add ticket emailccs remove ticket followers add ticket followers remove ticket tags add ticket tags remove ticket sendmessage disablesave enablesave ticket assignee assignee is a composition of user an agent and his or her group get client get ticket assignee set assign to a user within a group client set ticket assignee groupid groupid userid userid assign to a group only client set ticket assignee groupid groupid returns ticket assignee group group object properties user user object properties see group and user object properties limitations if the assignee field is disabled a request to set the ticket assignee returns an error to set an assignee with the groupid and userid parameters the user must be an agent or admin the agent or admin must belong to the specified group otherwise the request returns an error if you set an assignee with a groupid parameter but no userid parameter the original user value will be set to null if you set the assignee to an online agent during a live chat in the zendesk agent workspace then the chat will be transferred to the newly assigned agent ticket brand the ticket brand get client get ticket brand set client set ticket brand value or client set ticket brand id value returns ticket brand brand object properties see brand object properties ticket collaborators the list of collaborators on the ticket when ccs and followers permissions are enabled in support a list of ccs and followers is returned see configuring settings and permissions for ccs and followers in zendesk help get client get ticket collaborators returns ticket collaborators user object properties see user object properties invoke client invoke ticket collaborators add email value or client invoke ticket collaborators add id value invoke client invoke ticket collaborators remove email value or client invoke ticket collaborators remove id value ticket comment the currently editing comment get client get ticket comment returns ticket comment comment object properties see comment object properties ticket comments an array of existing comment event objects from the ticket conversations and events these objects are different from the comment object note this property doesn t return comments from web widget classic messaging or event log to fetch these comments use the ticket conversation property get client get ticket comments returns ticket comments comment event object properties limits 65k characters ticket conversation a lightweight version of ticket comments that returns ticket conversations and events including messages from web widget classic and messaging get client get ticket conversation returns ticket conversation attachments contenttype string contenturl string filename string author id number null avatar string name string role string channel name string returns the channel that the message was sent from message content string null contenttype string null timestamp iso 8601 formatted date time yyyy mm ddthh mm ssz specifications supported channel names channel name description web public agent admin and end user comments from the zendesk support email channel internal private agent and admin comments voice call and voicemail recording comments from the zendesk talk channel chat public agent admin and end user messages from the web widget classic native_messaging public agent admin and end user messages from web and mobile messaging line public agent admin and end user messages from the line social messaging channel wechat public agent admin and end user messages from the wechat social messaging channel sunshine_conversations_twitter_dm public agent admin and end user messages from the x formerly twitter direct messages social messaging channel sunshine_conversations_facebook_messenger public agent admin and end user messages from the facebook messenger social messaging channel instagram_dm public agent admin and end user messages from the instagram direct messages social messaging channel whatsapp public agent admin and end user messages from the whatsapp social messaging channel any_channel public end user messages from channel integrations twitter public and private x direct messages end user messages from the legacy public x channel facebook public and private facebook messenger end user messages from the legacy public facebook channel api public comments from the support api chat_transcript if agent workspace is enabled the chat transcript message in ticket events from web widget classic and messaging if agent workspace is not enabled the chat transcript comment in the ticket conversations from web widget classic supported author roles system such as a zendesk bot trigger agent admin end user supported message content types channel name message content type web text html internal text html voice null call and voicemail recordings are included as attachments chat text plain native_messaging text plain line text plain wechat text plain sunshine_conversations_twitter_dm text plain sunshine_conversations_facebook_messenger text plain instagram_dm text plain whatsapp text plain any_channel text html twitter text html facebook text html api text html chat_transcript text html limitations the author id is null when the author has a system or trigger role ticket customfield fieldname the ticket custom field value as its defined type specify fieldname as custom_field_ custom field id get client get ticket customfield fieldname for example client get ticket customfield custom_field_1234 set client set ticket customfield fieldname value for example client set ticket customfield custom_field_1234 value returns ticket customfield fieldname string limits for details about custom ticket fields limits see about custom field types in the zendesk help center ticket customstatus the ticket custom status this property is only available if custom ticket statuses are enabled see activating custom ticket statuses in zendesk help note setting a custom ticket status triggers a ticket customstatus changed event setting a custom ticket status may also change the ticket s status category in this case the change also triggers a ticket statuscategory changed event get client get ticket customstatus returns ticket customstatus id number name string name agent view set the value is a valid ticket custom status id if the id is invalid the setter returns the following error could not find custom status with id 671172 note you can fetch a list of custom ticket statuses using a client get ticketfields status call or the api v2 custom_statuses json endpoint client set ticket customstatus id value returns ticket customstatus id number name string name agent view ticket createdat when the ticket was created using the iso 8601 format get client get ticket createdat returns ticket createdat iso 8601 formatted date time ticket description the ticket description get client get ticket description returns ticket description string ticket editor the ticket editor see ticket editor object ticket emailccs the list of email ccs on the ticket when ccs permissions are enabled in support a list of ccs is returned see configuring settings and permissions for ccs and followers in zendesk help get client get ticket emailccs returns ticket emailccs user object properties see user object properties invoke client invoke ticket emailccs add email value or client invoke ticket emailccs add id value invoke client invoke ticket emailccs remove email value or client invoke ticket emailccs remove id value ticket externalid the ticket external id get client get ticket externalid set client set ticket externalid value returns ticket externalid string ticket followers the list of followers on the ticket when followers permissions are enabled in support a list of followers is returned see configuring settings and permissions for ccs and followers in zendesk help get client get ticket followers returns ticket followers user object properties see user object properties invoke client invoke ticket followers add email value or client invoke ticket followers add id value invoke client invoke ticket followers remove email value or client invoke ticket followers remove id value ticket form the current ticket form get client get ticket form returns ticket form ticket form object properties see ticket form object properties ticket id the ticket id get client get ticket id returns ticket id integer ticket isnew is the ticket new get client get ticket isnew returns ticket isnew boolean ticket organization the ticket organization get client get ticket organization returns ticket organization organization properties see organization object for the properties ticket postsaveaction what happens next when a ticket is saved possible values next available ticket in guided mode only stay on ticket next ticket in view close tab get client get ticket postsaveaction returns ticket postsaveaction string ticket priority the ticket priority get client get ticket priority set you can pass in one of the following values low normal high or urgent client set ticket priority value returns ticket priority string ticket recipient get client get ticket recipient set specify the user s email address to se...