What are Tickets in Realtime ?



What are Tickets in Realtime ?

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

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
    • email
    • 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.

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