Freshworks Developer Docs | Use events method

Front-end events are actions on the product UI, such as button clicks and changes/updates to the UI field values. Events method is an interface that the developer platform provides, to enable your app to react to front-end events.

To enable your app to react to front-end events, in the app.js file,

Subscribe to the app.initialized event, through an event listener. When the app is initialized, the parent application passes a client reference to the app.
After app initialization,
1. Use the client reference, subscribe to <Event name> and register a callback method to be executed when the event occurs.
2. Define the callback method.

When the event occurs, a payload is passed to the callback method. Let us call this payload event. event.type returns the name of the event. The event.helper.getData() helper method returns a JSON object that contains information pertaining to the event. Your app logic can process this data into meaningful results.

Front-end events are of the following types: Click events, Change events, Intercept events.

Currently, for this module, only Change events and one click event (cti.triggerDialer) are supported.

Click events

These events occur when a user clicks a button or link on the page.

Change events

These events occur when a user changes the value of a field on the UI.

Note:User need not submit the modified value for the event listeners to pick up the event and execute the callback; merely changing the values is sufficient for the event trigger.

The event.helper.getData() method returns a JSON that contains the old and new values of the changed field.

Common event

If your app is built to be deployed on the cti_sidebar placeholder, the app can react to the cti.triggerDialer event when the corresponding event trigger occurs.

Event name	Event trigger
cti.triggerDialer	When a user clicks the call icon or phone number link that is displayed on any of the following pages of the product UI: Ticket details page > CONTACT DETAILS widget Ticket list page > Contact hover card New ticket page > CONTACT DETAILS widget Contact list page > Contact hover card Contact details page > Contact header and DETAILS widget

cti.triggerDialer

Use the sample code shown on the right pane > Sample code tab, to enable your app to react to user clicks such as the click on a call icon or phone number, on the UI.

Sample code

Sample payload

{
  //Configure event listener and subscribe to event
  //Register callback
  client.events.on("cti.triggerDialer", eventCallback);
  var eventCallback = function (event) {
  //Retrieve event data
  var data = event.helper.getData();
  // App logic
  };
}

New email page events

Event name	Event trigger
Change events
ticket.fromChanged	When a user changes the From address of a ticket.
ticket.priorityChanged	When a user changes the priority of a ticket.
ticket.statusChanged	When a user changes the status of a ticket.
ticket.groupChanged	When a user changes the group to which a ticket is assigned.
ticket.agentChanged	When a user changes the agent to whom a ticket is assigned.
ticket.typeChanged	When a user changes the type of a ticket.

Event descriptions

ticket.fromChanged

Use the sample code shown on the right pane > Sample code tab, to enable your app to react when a user changes the From address of a ticket.

Sample code

{
  //Configure event listener and subscribe to event
  //Register callback
  client.events.on("ticket.fromChanged", eventCallback);
  var eventCallback = function (event) {
  //Retrieve event data
  var data = event.helper.getData();
  // App logic
  };
}

ticket.priorityChanged

Use the sample code shown on the right pane > Sample code tab, to enable your app to react when a user changes the priority of a ticket.

Sample code

{
  //Configure event listener and subscribe to event
  //Register callback
  client.events.on("ticket.priorityChanged", eventCallback);
  var eventCallback = function (event) {
  //Retrieve event data
  var data = event.helper.getData();
  // App logic
  };
}

ticket.statusChanged

Use the sample code shown on the right pane > Sample code tab, to enable your app to react when a user changes the status of a ticket.

Sample code

{
  //Configure event listener and subscribe to event
  //Register callback
  client.events.on("ticket.statusChanged", eventCallback);
  var eventCallback = function (event) {
  //Retrieve event data
  var data = event.helper.getData();
  // App logic
  };
}

ticket.groupChanged

Use the sample code shown on the right pane > Sample code tab, to enable your app to react twhen a user changes the group assigned to a ticket.

Sample code

{
  //Configure event listener and subscribe to event
  //Register callback
  client.events.on("ticket.groupChanged", eventCallback);
  var eventCallback = function (event) {
  //Retrieve event data
  var data = event.helper.getData();
  // App logic
  };
}

ticket.agentChanged

Use the sample code shown on the right pane > Sample code tab, to enable your app to react when a user changes the agent assigned to a ticket.

Sample code

{
  //Configure event listener and subscribe to event
  //Register callback
  client.events.on("ticket.agentChanged", eventCallback);
  var eventCallback = function (event) {
  //Retrieve event data
  var data = event.helper.getData();
  // App logic
  };
}

ticket.typeChanged

Use the sample code shown on the right pane > Sample code tab, to enable your app to react when a user changes the type of a ticket.

Sample code

{
  //Configure event listener and subscribe to event
  //Register callback
  client.events.on("ticket.typeChanged", eventCallback);
  var eventCallback = function (event) {
  //Retrieve event data
  var data = event.helper.getData();
  // App logic
  };
}

Tutorials

Sample apps

Guides

Blogs

Assist catalog

Events

Use events method

Common event

cti.triggerDialer

New email page events

Event descriptions

ticket.fromChanged

ticket.priorityChanged

ticket.statusChanged

ticket.groupChanged

ticket.agentChanged

ticket.typeChanged

Tutorials

Sample apps

Guides

Blogs

Assist catalog

Events

Use events methodOn this page

Common event

cti.triggerDialer

New email page events

Event descriptions

ticket.fromChanged

ticket.priorityChanged

ticket.statusChanged

ticket.groupChanged

ticket.agentChanged

ticket.typeChanged

Use events method