Real-Time Ticketing and Agent Collision for Community & Knowledge Base

Another week, another milestone! Today's update makes it easy for agents to offer lighting-fast support and keep customers happy.

Real-time ticket data

From now on, tickets will update in real-time across your Helprace ticketing system. When an agent submits or deletes a ticket, your other agents will see these changes reflected immediately. It even works when they're viewing or working on that same ticket!

This feature also extends to tickets showing up in ticket filters and your ticket list. Meaning, once a ticket is added or removed from view, you'll see it in real-time without the need to refresh your page. You can learn more by heading over to our knowledge base article: Real-time support for tickets.

Agent Collision Detection for Community and Knowledge Base

We've also unveiled agent collision detection for your Knowledge Base articles and Community topics.

It's a handy feature which prevents you from stepping over everyone's toes and keeps you working effectively as a team. Now you'll be alerted when other agents are modifying the same knowledge base article or community topics as you.

No more yelling across the office asking your co-worker to close an article so you can edit it :)

To learn more, take a look at our knowledge base article: Agent collision detection for articles and topics