BoldDesk helps agents stay up to date with ticket activity through built-in auto-refresh capabilities on both the Ticket List Page and Ticket Detail Page. The Ticket List Page periodically checks for new tickets that match the currently displayed view and notifies agents when updates are available, while the Ticket Detail Page provides real-time update notifications when new conversations or notes are added to an open ticket. This article explains how these features work, their behavior, limitations, and answers to common questions. To easily view all your tickets with the auto-refresh feature, we recommend using the Ticket List Page. You can create and save custom views to display tickets based on your preferred filters.

Auto-Refresh Indicator Behavior in Ticket List Page

The system checks the currently displayed Ticket List Page view for new tickets every 7 minutes.

What happens when new tickets are detected

If new tickets exist that match the current view:

• The Ticket List Page shows a prompt indicating that new tickets are available.
• The prompt encourages you to refresh.

How new tickets are loaded

• A manual refresh is required to load new tickets (including newly received emails) into the ticket list.
• The system does not automatically inject new tickets into the visible list without user action.

Tab Scope Limitation

• The auto-refresh indication is available only for the active browser tab.
• Inactive tabs do not show the indication until they become active.
  
  
  
  
  

Auto-Refresh Indicator on Ticket Detail Page

The Auto-Refresh on Ticket Detail Page feature enables ticket details to update automatically, helping agents stay informed of the latest ticket activity without manually refreshing the page. This provides a more seamless and efficient support experience by ensuring real-time visibility of ticket updates. When the ticket is opened and any update is posted, either message, public or private note, a toast will be displayed on top of the ticket as shown in the screenshot below.

Frequently Asked Questions

1. Does the Ticket List Page automatically refresh and insert new tickets into the list?
   No. The Ticket List Page detects new tickets and shows a prompt, but the agent must manually refresh to load new tickets.

2. How often does the Ticket List Page check for new tickets in the current view?
   Every 7 minutes.

3. What triggers the new-ticket prompt on the Ticket List Page?
   The prompt appears when the system detects new tickets matching the filters of the currently open Ticket List Page view.

4. Will the new-ticket prompt appear if the Ticket List Page tab is inactive?
   No. The indication is available only for the active browser tab.

5. Can an admin disable the Ticket List Page auto-refresh prompt?
   No. The feature cannot be turned off.

6. Can an admin change the 7-minute check interval?
   No. The interval is not configurable.

7. Is the Ticket List Page auto-refresh indicator available during the free trial?
   Yes. It is available on all plans, including the 15-day free trial.

8. Does the auto-refresh check apply to all saved views at the same time?
   No. The check applies only to the view currently displayed on the Ticket List Page.