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The ticket is not updated

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Suvituulia Valta

Publication le 26 oct. 2021

Hi!

I do customer support and the ticket I was watching wasn't updating and both of me and my colleague answered to customer. It wasn't even same time because there was almost an hour between our answers but I couldn't see that my colleague has answered to that already.

Also sometimes my colleague has taken a ticket but I can see it as new and them we both are focusing to it.

Exalating the ticket is not also updating in real time and very often you need to refresh your page to see the status.

It would be easier to work if this would work better.

Br. Suvituulia Valta

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    francis

    Hi Suvituulia Valta,

    Can you (or your admin) check if the webhooks to the exalate node are active?
    This is necessary such that exalate does know that the status has changed
    check https://docs.idalko.com/exalate/display/ED/How+to+recreate+a+lost+webhook+on+zendesk for more details

    Francis

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