Changes without a page refresh

Last update: 19.01.2023
Initially, the key indicator of collaborative work in a case were avatars in the upper right corner, indicating current activities: responding, viewing, or inactive open tab. The idea was that colleagues would see that someone was already writing a response and not waste time writing duplicates. If agents did send two replies almost simultaneously without seeing each other's replies, the last one was blocked and the agent was offered to read the reply that a colleague had just sent.

When chat (FB messages, Line messages, Telegram, Skype, Vyber, Slack, Mattermost, Chatra) appeared, collaborative work was transformed because agents could not only see their colleagues' answers in real time (without refreshing the page), but also correspond with them via notes. Fewer unnecessary steps means faster handling of cases.

We started to receive requests that at least notes should be loaded dynamically in regular cases, because it is much more convenient to communicate with colleagues this way. We did that, and then the process began: the subject of the case, correspondence with the customer, standard and custom fields in the parameters, status... In the end, the dynamic loading of changes has improved usability so much that it is impossible not to talk about it :)

Let's have a look at a couple of examples.

1) You and a colleague open a new chat, where the first user's message is "Hello". As soon as it becomes clear what the customer is interested in, you change the subject.

Previously, your colleague could spend their time renaming a case, but now they will see the changes you have made immediately.

2) At the end of the business day, agents go through cases and add necessary labels in them, if they forgot to do so during processing.

Earlier you could set one label, and the agent who opened the case before your label appeared in it was actually deleting that label and adding their own, because they saved the changes when your label was not displayed on the page.

Now the label you added is immediately displayed to them, so that if they add another one, it will only help you, instead of ruining the work you have done :)

3) You opened a new case, took some time to read a long customer letter and decided to set yourself as an assignee so that your colleagues would not touch the case.

But then it turned out that 30 seconds earlier your colleague had made herself responsible, but you did not notice that and actually took the case for yourself. You can't take someone else's!

Such "gifts" are in the past, because when you change the assignee, you will immediately see that the case has already been taken away.

Too many letters? Here's a gif to illustrate the point:

Lastly, here is a list of changes in cases, which are now loaded dynamically (without refreshing the page):

  • customer responses;

  • agent responses;

  • editing responses;

  • deleting responses;

  • notes;

  • changes in parameters (changing the group, assignee, priority, values in custom fields, adding and deleting labels);

  • change of status;

  • change of the case subject in the header and in the block "Recent cases".

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