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?
- Log in to your Freshdesk mobile app.
- Open the hamburger menu (☰) and tap Account.
- 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.