We have developed an app which was used to review the agents reply to the customers by the higher level of agents. A certain role of agent can only add the private note and this note will be reviewed by the QC agent. There will be three buttons in the app ticket sidebar. They are
- Modify and Approve
If the QC agent approve or modify & approve that conversation, the note will be sent to the customer(requester) on behalf of the agent who sent the note for approval and ticket will be reassigned to him(who sent for approval) and ticket status will be set as resolved
But certain times after approval of the note in ticket sidebar, reply went but ticket not got updated. We have done unit testing and if any error is occurred between posting reply and updating the ticket, it shows the error using interface api. Even if the ticket calls fail, we will notify the error. But the customers were reporting like they don’t see any errors. We had a help from Freshworks team who were checking api logs at that time, they said that they don’t find any log at that time.
Our question is the app can stop executing the script in any cases for ticket sidebar location? Because the modal script can be stopped while executing when the modal closes.
Note: issue is occurring randomly in a week. This app is used by them 24/7