Zendesk - Listen agent response event ZAF Client [Support Location]

Question

for a while now I am stuck, trying to listen to the event where the agent sends a reply to the ticket. I have tried listening to ticket.comments.changed and ticket.conversation.changed but have not been successful.

I can't use the ticket.submit.[done|fail|always] or ticket.save because I don't have a way of knowing if it is the event I want or is being called with another event.

Maybe someone who knows of a configuration or some way that would allow me to do this, I would be very grateful.

Answer 1

You can configure triggers and webhooks to be added to your app as requirements. If you must use a ticket_sidebar app, you can listen to the following events:

var client = ZAFClient.init();
    client.on('ticket.comments.changed', (e) => {
        // Here is the latest comment
        let comment = e[0];
        console.log(comment);

        // Check author role
        console.log((comment.author.role !== "end-user") ? "Comment made by agent" : "Comment made by end user");
        
        // Get ticket object if needed
        client.get('ticket').then(
            (res) => {
                // Send ticket payload to my backend
            },
            (err) => {
                console.error(err);
            }
        )
    });
    client.on('ticket.status.changed', (e) => {
        // Here is the new status
        console.log("Status changed to", e);
        
        // Get ticket object if needed
        client.get('ticket').then(
            (res) => {
                // Send ticket payload to my backend
            },
            (err) => {
                console.error(err);
            }
        )
    });