Real-time support for tickets

Helprace lets you see changes to your tickets in real-time. This 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

As 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. To learn more about filters, take a look at Searching tickets and setting up filters. The following information concerning ticket filters will be 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 beside the filter will be changed accordingly.
  • 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.

Lastly, check out Agent collision detection in tickets. It helps you see who is viewing, updating or replying to a ticket.

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