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?

1. Log in to your Freshdesk mobile app.
2. Open the hamburger menu (☰) and tap Account.
3. 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.