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👥 What is live presence?

Live presence is a real-time collaboration feature that shows you who else is currently viewing the same ticket. Just like in Google docs, you can see the avatars of other team members at the top of the ticket details pane. This helps prevent duplicate work and makes it easy to see if a colleague is available to discuss a specific issue.

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✨ How it works

When you open a ticket, you’ll see a row of avatars for anyone else who has it open.

Real-time updates

As users join or leave the ticket view, the avatars appear and disappear instantly. No need to refresh.

User details on hover

Hover over an avatar to see the full name of the person viewing the ticket.

Overflow for large teams

If more than three people are viewing, Thena groups the rest into a +N indicator to keep the UI clean.

Connection status

If your connection drops, a small indicator will let you know that the presence information might not be up-to-date.

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Why live presence matters

Live presence enhances team collaboration by:
  • Preventing duplicate effort: See if a teammate is already working on a ticket before you start.
  • Improving communication: Know who to ping for a quick question about a ticket.
  • Increasing visibility: Get a sense of what your team is focused on at any given moment.
There’s no configuration needed—Live presence works out of the box to make your team more connected and efficient.