Ticket Editor Icon Disappears in Internal Note (Hosted Environment) | Community
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Ticket Editor Icon Disappears in Internal Note (Hosted Environment)

  • July 23, 2025
  • 2 replies
  • 0 views
Carol15

Hi Zendesk team,

I've added the ticket editor placeholder to my zendesk app, and it behaves as expected in my local environment — the icon appears in both Public Reply and Internal Note views when the ticket editor pane is activated.

However, in the hosted environment, the icon only appears in the Public Reply section. When I switch to Internal Note, the icon disappears entirely. I’ve already updated the manifest.json as per the documentation, and ensured that the app initializes correctly when the ticket editor is active.

Has anyone faced a similar issue? Is there any additional configuration or workaround needed to ensure the icon renders properly in both editor modes in the hoisted environment?

Any help or suggestions would be appreciated!

Thanks in advance.

    2 replies

    Carol15
    • Carol15
    • Author
    • July 23, 2025

    Issue resolved

     

    Ignacio15
    • Ignacio15
    • March 2, 2026

    Hi Carol, I'm facing the exact same issue with the ticket editor icon disappearing when switching between Public Reply and Internal Note in the hosted environment (even though it works fine in ZAT/local).

    I saw you marked this as resolved. Could you please share how you fixed it? Was it a change in the manifest.json or did you have to force a re-initialization of the ZAF client when the channel changes?

    Any insights would be a lifesaver. Thanks!

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