How to customize the reply button to trigger other events instead of email

Look at this screenshot, wherein agent portal we will give response for each ticket by using the reply button. so can I know how I can customize to trigger other events also instead of triggering email?

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By customization, if you mean — “I want to invoke a function to do X, alongside email reply when reply button is clicked”

You can do this by,

await'ticket.replyClick', goDoX)

function goDoX(event){
  let eventName = event.type; // contains name of event — ticket reply
  // additional logic to do X

Sample app -events-method-samples/freshdesk at main · freshworks-developers/events-method-samples · GitHub

If I misunderstood the question,

Please help understand the problem in a different way where we can picture it in ways we can help?

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See what information you can provide to effective solutioning


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