The new and enhanced Auto Refresh feature in Freshservice is designed to improve the ticket and change management experience for agents by automatically updating field values without requiring a page refresh. This ensures agents can work efficiently without the risk of losing draft changes or missing critical updates.
Current Challenge
Agents often face the following issues while managing tickets:
Manual Refresh Requirement: Backend updates (triggered by workflow automation or user actions) require agents to click an update bubble, leading to a hard refresh of the page.
Missed Updates: Agents may overlook the update bubble, resulting in unintentional overriding of changes.
Loss of Draft Changes: Field-level draft changes are lost upon hard refresh, causing frustration and inefficiency.
How Auto Refresh Works
The Auto Refresh feature addresses these challenges by updating field values in real-time, eliminating the need for manual refreshes. Here’s how it works:
Scenario 1: Auto Refreshing Fields Without Conflict
Process: When a backend update occurs and the agent has no draft changes for the field, the field value is automatically updated.
Highlighting Updates: The updated field is highlighted to draw the agent’s attention.
Contextual Information: By hovering over the field, agents can see who made the update and what changes were made, providing transparency.
Scenario 2: Auto Refreshing Fields With Conflict
Conflict Detection: When a backend update conflicts with the agent’s draft changes, a conflict message appears below the field.
Conflict Messaging: The message shows the initial value (before the update) and the final value (after the update), giving the agent clear visibility into the changes.
Decision Making: The agent can choose to apply the backend change or retain their draft change, allowing them to make an informed decision based on the context.
Benefits
Seamless Updates: Agents receive real-time updates without the need for manual page refreshes.
Prevent Overwrites: Automatic conflict detection prevents unintentional overwriting of changes.
Retain Draft Changes: Field-level auto refresh preserves draft changes, ensuring that agents’ work is not lost.
Enhanced Transparency: Contextual information and conflict messaging provide agents with the necessary insights to manage updates effectively.
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