Ability to close a ticket tab via an App or go to the next ticket in the Guided mode flow | Community
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Ability to close a ticket tab via an App or go to the next ticket in the Guided mode flow

  • September 11, 2024
  • 4 replies
  • 0 views
Sebastian13

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

    4 replies

    Li66
    • Li66
    • September 12, 2024

    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.

      Sebastian13
      • Sebastian13
      • Author
      • October 8, 2024

      @li66 when you say “ouf ot the box”, which workarounds would exist for that, if any?

      Li66
      • Li66
      • October 10, 2024

      One idea is to make a browser plugin that executes some JS when called upon.

      Sebastian13
      • Sebastian13
      • Author
      • October 11, 2024

      Good idea. Tampermonkey/Greasemonkey might be able to shorten the development even. 

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