At the moment, if an agent replies to a ticket and clicks the Send and set as Resolved or the Send and set as Closed option, the ticket status is updated and then the browser automatically takes the agent back to the list of tickets. No problem here.
However, there is a problem in the exact same scenario if there is some ticket field that is marked as Required when closing the ticket ( in our case, Type is such a field ) and this ticket is blank when clicking the Send and set as Resolved or the Send and set as Closed option. In this case, a warning that This field is required. is displayed next to the offending field.
Remember that the reply composer window is still open and contains the message that the agent wants to send to the customer.
If the agent selects a value for the offending field and clicks Update then the ticket properties are updated and the browser automatically takes the agent back to the list of tickets. However, the reply is not send to the customer ( in fact, unless it was automatically stored as a draft, the reply text is lost ).
Strictly speaking, this is to be expected, but practice shows that most of our agents make the mistake of clicking Update in this case, even when they are well aware of the issue. I understand that this is a case of wrong usage but I would like to see a solution that protects the agent from himself.
I believe a good solution is for Freshdesk to check if the reply window is active ( open ) before attempting to redirect back to the ticket list page. If the reply window is open, abort redirection because, more likely than not, the agent doesn't want to leave the ticket page without sending that reply. The same also applies for open note or forward windows.
In code, this would be like replacing:
document.location.href = "/helpdesk/tickets"
with:
if ((jQuery('#HelpdeskReply').is(":hidden")) && (jQuery('.cnt-note').is(":hidden")) && (jQuery('.cnt-fwd').is(":hidden"))) {
document.location.href = "/helpdesk/tickets"
}
