Last updated: 2025-12-15

Source: https://support.freshdesk.com/support/solutions/articles/50000011754-enable-real-time-ticket-updates-for-mobile

Real-time updates allow your Freshdesk mobile app to instantly refresh your ticket list without requiring manual pull-to-refresh actions. When you enable Real-time updates:

  • New tickets appear immediately when they are created.
  • Updates to existing tickets, such as replies, status changes, or assignments, reflect instantly.
  • Agents have a continuous and uninterrupted view of ticket activity.

    • Key benefits:

    This feature is especially useful for teams that rely on fast-moving communication channels or high-volume support workflows.

  • Instant visibility: Know the moment a customer raises a query.
  • Faster responses: Reduce delays in acknowledging and resolving time-sensitive issues.
  • Ideal for real-time channels: Particularly beneficial when using WhatsApp, Chat, or other rapid-response channels.
  • Improved agent efficiency: No need for manual refreshes or waiting for sync cycles.

    • ``` Note: The real-time updates feature is available only for customers who signed up for Freshdesk or Freshdesk Omni after December 1, 2025. ```

    How to enable real-time ticket updates in the mobile app?

    1. Log in to your Freshdesk mobile app. 2. Open the hamburger menu (☰) and tap Account. 3. Toggle the Real-time updates option.

    Agent Experience

    Once real-time updates are enabled:

  • Your Ticket List refreshes automatically as new tickets are created.
  • Any changes to existing tickets appear instantly, no manual refresh needed.
  • Agents get a seamless, continuously updated view of their tickets, helping them act quickly and improve customer satisfaction.