Access to onChange events within Freshservice

Ideas
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1

Hi Folks,

We are trying to implement a business use case which is critical and is currently not possible based on the existing features as per Freshservice Developer Docs.

Problem Statement:
Once an agent replies/Forward the thread of an existing ticket, the agent often selects wrong email address, which includes other customers in the ticket.

Solution Approach:
We would like to get access to onChange event for CC, BCC fields, so that once the field changes we can get the data from those fields and run a custom logic to verify if an agent has not mistakenly entered any unwanted email address. If it’s added we either disable the Send button or render a “showConfirm” dialog on the screen intimating the agent that a wrong input in CC or BCC exists.

Thanks,
Vibhor Kumar

2

Hey @Vibhor.Kumar,
I’ve shared this with the Freshservice team too.

Thanks for sharing your input.