We’re excited to introduce a feature that’s been one of the most requested by our customer support teams: User Presence Indicators. This real-time feature helps teams stay aligned by showing who’s currently viewing or working on the same page.

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How it works

When someone opens a page, their avatar will appear in real-time for other users to see. Here's what to expect:

• Appears the moment a user opens the page
• Disappears instantly when they leave (e.g. closes the ticket, account, or browser tab)
• Times out after 60 minutes of inactivity (e.g. the user has the tab open but has not interacted with the page for 60 mins)
• Hover over the indicator to see who’s there.

And yes, the feature scales! You'll see avatars for up to three users. After that, we’ll show two avatars plus a count, so your UI stays clean without losing insight into who else is collaborating.

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Where you’ll see it

As of today, avatars are visible on Tickets and Accounts. More pages are coming soon as we continue expanding this feature.