Tickets in Real-Time
- It means that the ticket you’re currently in is automatically refreshed when it’s modified, with any changes highlighted in green.
- Sometimes, a different agent may submit a reply or change a ticket property (such as an assignee, tag or ticket type). Other times, ticket properties may be changed by a trigger, automation or a macro.
- It could even be a new reply from your customer. In either case, your agents will be able to see these changes reflected in their help desk instantaneously.
- Ticket view
- Ticket filters
- Ticket list
Tickets in Real-Time
Ticket view
- For example you’re viewing a ticket, here’s what will happen if another agent submits their own changes. All ticket property changes (including those changed by a trigger, automation or macro) will be highlighted in green & your previously made changes reset.
- ticket status
- assignee
- CC
- subject
- tags
- priority
- type
- New replies will have a green background with “NEW” appearing in the ticket header. If you’ve been working on a reply, it will remain intact.
- New internal notes will have an orange background with “NEW” appearing in the ticket header. If you’ve been working on a reply, it will remain intact.
- If a ticket is deleted while you’re viewing it, the ticket will disappear and you’ll see “Ticket #123 has been deleted by (agent’s name)”.
Ticket filters
- Ticket filters (also known as ticket views) organize tickets according to your workflows and also displayed in real-time.
- When a new, shared (i.e. visible to all agents) filter is created, a private filter is made shared or vice versa.
- When the filter’s name is changed. If the search query or sorting properties are changed, they will not be reflected in real-time.
- When a ticket appears or disappears from a filter, the number nearby the filter will be changed consequently.
- When a new ticket appears or disappears from a filter you’re currently in.
Ticket list
- The ticket list is the middle column which shows a list of tickets matching your current search query or filter. When new tickets are added, moved or deleted they will appear or disappear from the ticket list immediately.
- Finally, check out Agent collision detection in tickets. It helps you see who is viewing, updating or replying to a ticket.