1. Welcome to the feedback forum. Here's some tips for giving your suggestions the best shot:
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Completed Notification that ticket has been updated on the reply tab to avoid missing customer updates.

Discussion in 'Kayako product feedback and suggestions' started by Gary Thomlinson, Nov 11, 2015.

  1. Gary Thomlinson

    Gary Thomlinson New Member

    Frequently staff have tickets open in a browser tab for a long time (20/30 mins), this means sometimes, replies from clients to that ticket get missed when we then click reply and reply to that original ticket. To avoid us having to refresh a ticket before every reply is penned, is it possible, as in many forums, that when we click reply we are notified that new replies to the ticket have been received so that we may then choose to review the ticket again before we reply to it?
  2. Gary McGrath

    Gary McGrath Staff Member

    Hi Gary,

    This is actually a feature we are adding to our next major release. As new replies/ticket changes are made, they are reflected on the screen you are looking at automatically. ( and highlighted to show its changed since you have been viewing )

  3. Gary Thomlinson

    Gary Thomlinson New Member

    Thanks for the quick reply Gary. Is there any timescale to release?
  4. Gary McGrath

    Gary McGrath Staff Member

    I am afraid at the moment I cannot give out any timelines, but we are working on this right now, we can share more details in the coming months, but no official timeline as yet, sorry!

  5. Gary Thomlinson

    Gary Thomlinson New Member

    No problem, I'll keep having staff refresh their tickets before reply for now, its good to know you have this in hand. Thanks again.
  6. Kevin Reed

    Kevin Reed Member


    Also, any update on where this sits on the road-map? Next version?
  7. Gary McGrath

    Gary McGrath Staff Member

    We have added agent/customer collision detection to the new Kayako we have just released.

    In real time, as you are viewing a case, it will show you who else is viewing the case, along with any changes they are making ( be it the customer or another agent! )


    If you would like more information on the new Kayako, check out our article here: https://support.kayako.com/article/1194-introducing-the-new-kayako

    Last edited: Jul 11, 2016

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