{"id":1175,"date":"2021-07-21T14:38:46","date_gmt":"2021-07-21T14:38:46","guid":{"rendered":"https:\/\/www.wikitechy.com\/interview-questions\/?p=1175"},"modified":"2021-09-08T10:48:28","modified_gmt":"2021-09-08T10:48:28","slug":"what-are-tickets-in-realtime","status":"publish","type":"post","link":"https:\/\/www.wikitechy.com\/interview-questions\/sap\/what-are-tickets-in-realtime\/","title":{"rendered":"What are Tickets in Realtime ?"},"content":{"rendered":"
\n
\n

Tickets in Real-Time<\/span><\/h2>\n<\/div>\n<\/div>\n
\n
\n
    \n
  • It means that the ticket you\u2019re currently in is automatically refreshed when it\u2019s modified, with any changes highlighted in green.<\/li>\n
  • Sometimes, a different agent may submit a reply or change a ticket property (such as an assignee, tag or ticket type). Other times, ticket properties may be changed by a trigger, automation or a macro.<\/li>\n
  • It could even be a new reply from your customer. In either case, your agents will be able to see these changes reflected in their help desk instantaneously.\n
      \n
    • Ticket view<\/li>\n
    • Ticket filters<\/li>\n
    • Ticket list<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n
      \n
      \"Tickets<\/div>\n<\/div>\n

      Tickets in Real-Time<\/p>\n

      \n
      \n

      Ticket view<\/h2>\n<\/div>\n<\/div>\n
      \n
      \n
        \n
      • For example you\u2019re viewing a ticket, here\u2019s what will happen if another agent submits their own changes. All ticket property changes (including those changed by a trigger, automation or macro) will be highlighted in green & your previously made changes reset.\n
          \n
        • ticket status<\/li>\n
        • assignee<\/li>\n
        • email<\/li>\n
        • CC<\/li>\n
        • subject<\/li>\n
        • tags<\/li>\n
        • priority<\/li>\n
        • type<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n
          \n
          \n
            \n
          • New replies will have a green background with \u201cNEW\u201d appearing in the ticket header. If you\u2019ve been working on a reply, it will remain intact.<\/li>\n
          • New internal notes will have an orange background with \u201cNEW\u201d appearing in the ticket header. If you\u2019ve been working on a reply, it will remain intact.<\/li>\n
          • If a ticket is deleted while you\u2019re viewing it, the ticket will disappear and you\u2019ll see \u201cTicket #123 has been deleted by (agent\u2019s name)\u201d.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n
            \n
            \n

            Ticket filters<\/h2>\n<\/div>\n<\/div>\n
            \n
            \n
              \n
            • Ticket filters (also known as ticket views) organize tickets according to your workflows and also displayed in real-time.<\/li>\n
            • When a new, shared (i.e. visible to all agents) filter is created, a private filter is made shared or vice versa.<\/li>\n
            • When the filter\u2019s name is changed. If the search query or sorting properties are changed, they will not be reflected in real-time.<\/li>\n
            • When a ticket appears or disappears from a filter, the number nearby the filter will be changed consequently.<\/li>\n
            • When a new ticket appears or disappears from a filter you\u2019re currently in.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n
              \n
              \n

              Ticket list<\/h2>\n<\/div>\n<\/div>\n
              \n
              \n
                \n
              • The ticket list is the middle column which shows a list of tickets matching your current search query or filter. When new tickets are added, moved or deleted they will appear or disappear from the ticket list immediately.<\/li>\n
              • Finally, check out Agent collision detection in tickets. It helps you see who is viewing, updating or replying to a ticket.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

                Answer : It means that the ticket you’re currently in is automatically refreshed…<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8546],"tags":[195,201,491,1740,360,203,199,214,209,7386,205,484,8573,196,8574,213,286,8606,204,7678,8594,8595,8604,483,3715,206,7207,8601,975,200,8605,8603,8600,8599,8598,8596,8597,8607,8608,197,280,364,968,15913,8602],"class_list":["post-1175","post","type-post","status-publish","format-standard","hentry","category-sap","tag-accenture-interview-questions-and-answers","tag-allstate-solutions-pvt-ltd-interview-questions-and-answers","tag-applied-materials-interview-questions-and-answers","tag-asian-paints-ltd-interview-questions-and-answers","tag-atos-interview-questions-and-answers","tag-capgemini-interview-questions-and-answers","tag-casting-networks-india-pvt-limited-interview-questions-and-answers","tag-cgi-group-inc-interview-questions-and-answers","tag-collabera-technologies-interview-questions-and-answers","tag-cts-interview-questions-and-answers","tag-dell-international-services-india-pvt-ltd-interview-questions-and-answers","tag-genpact-interview-questions-and-answers","tag-hackett-group-interview-questions-and-answers","tag-ibm-interview-questions-and-answers","tag-indecomm-te-interview-questions-and-answers","tag-infosys-technologies-interview-questions-and-answers","tag-lt-infotech-interview-questions-and-answers","tag-online-tickets","tag-oracle-corporation-interview-questions-and-answers","tag-piramal-enterprises-ltd-interview-questions-and-answers","tag-real-time-tickets","tag-real-time-tickets-in-sap-sd","tag-realtime-tickets","tag-reliance-industries-ltd-interview-questions-and-answers","tag-ruboid-technovision-pvt-ltd-interview-questions-and-answers","tag-sap-labs-india-pvt-ltd-interview-questions-and-answers","tag-shell-infotech-interview-questions-and-answers","tag-support-ticket-system","tag-tata-consultancy-service-interview-questions-and-answers","tag-tech-mahindra-interview-questions-and-answers","tag-ticket-in-realife","tag-ticket-logging-system","tag-ticket-management-systems","tag-ticket-request-crossword","tag-ticket-system","tag-tickets-in-realtime","tag-tickets-in-realtime-sap","tag-tickets-login","tag-tickets-payment","tag-unitedhealth-group-interview-questions-and-answers","tag-virtusa-consulting-services-pvt-ltd-interview-questions-and-answers","tag-wells-fargo-interview-questions-and-answers","tag-wipro-infotech-interview-questions-and-answers","tag-xaq-interview-questions-and-answers","tag-zendesk-ticket-software"],"yoast_head":"\nWhat 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