Intercept event for close ticket in Freshservice

[arunrajkumar235 (Arun Rajkumar)]

Reopening this query

Can't intercept ticket events Freshservice

I migrating some custom apps from Freshdesk to Freshservice, one of them checks if the agent logs hours and if not, it appears a message on the top reminds them to log the hours and it does not allow them to close the ticket or change the status. To do that in Freshdesk we used the interception events Events Methods but in Freshservice there is no mention of that in the documentation: Events Methods It seems that in Freshservice we can execute methods like: event.helper.fail('This fails') o…

The ability to intercept Freshservice events like Resolve and Close is required to be on parity with products like Freshdesk and Freshchat.

With the launch of Platform 3.0 apps, it is necessary for each product to have a minimum set of features that are common so that the app experience remains consistent across different hosts.

[arunrajkumar235 (Arun Rajkumar)]

@Raviraj , can you check if this is possible. I’m getting several requests from customers which needs the intercept event for Freshservice ticket update.

[Raviraj (Raviraj Subramanian)]

Hi @arunrajkumar235,

We still do not have the intercept event support on Freshservice product. Your point makes sense about global apps having parity features across all the products.

I have submitted a feature request to the Freshservice product team on your behalf through this support ticket (#17134933). If they require more information from you on the thread, please respond to them via Email.

Thank you!