We have a custom app which shows information from our back office. When a customer calls us and we recognize the phone number, then all details from the customer are immediately shown in our app. We build a feature that updates the Zendesk profile with info from our back office. E.g. add the name of the customer and the mail address. In case, we have a profile of the customer with the mail address, then we are merging both profiles. We preferably would see the changes immediately within the interface of Zendesk. E.g. within the ticket field requester. Is it possible that this can be triggered in the background? Thoughts?
Update or merge of user profile via custom app immediate visible in ticket
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This wouldn't be possible without the window being refreshed. You could have that call kick off a window refresh, though could cause issues for your agents having their window update randomly.