For Operators

Real-time Updates

The dashboard keeps a WebSocket connection to the server for the current project, so changes show up on their own — you don't need to reload the page.

What updates on its own

The Inbox list and the list next to an open ticket: new tickets and messages, status and priority changes, assignment, transfers and take-overs, closing and reopening. When many events arrive in a row, the list refreshes once.
The open ticket: new customer messages, colleagues' replies and internal notes, system messages, message edits, 👍/👎 ratings on replies; the status, assignee and rating in the header. If an admin deletes the ticket, you see a notice and go back to the Inbox.
Typing: when a colleague is writing in the same ticket, “typing...” appears at the bottom of the conversation. Customers' typing isn't shown.
Customer availability: the badge showing whether a website widget customer is in the chat right now or has left it, and whether a Telegram customer has blocked the bot.
Counters: the number of tickets waiting for a reply in the browser tab title (the same set as the “New” chip); the project counters in the project switcher — right away for the current project, about every 45 seconds for the others; the notification bell — on new tickets, messages and assignments, and every 30 seconds.
SLA timers in the list and in the ticket header count down every second.

SLA warnings and breaches don't show up as a separate live event in the interface; they arrive as notifications — for what arrives and where, see Notification settings.

Sound

A sound plays for a new ticket and a new customer message — on any dashboard page. Turn it off with the speaker button in the Inbox header or the switch in Profile → “Sound Notifications”; this setting applies to this browser. The sound itself — a preset or your own file — is chosen in the same profile card and saved to your account. The browser may stay silent until you've clicked somewhere on the page at least once.

The connection

The connection indicator is the Wi-Fi icon on the right of the Inbox header: green means the connection is active (tooltip “Real-time”), red and crossed out means there's no connection (“Offline”).

If the connection drops, the dashboard reconnects on its own after 3 seconds, and a connection that has gone silent for more than a minute is closed and opened again. After reconnecting, and when you come back to the tab, the list and the open conversation are reloaded, so nothing is missed. On top of that, an open Inbox checks its list with the server every 30 seconds while the tab is on screen.

Was this page helpful?