Sendbird desk doesn't automatically show new replies in tickets from users

Lately, some of our agents have experienced delays in receiving messages from our users within the Desk platform. They would typically need to refresh the detailed ticket view multiple times before the messages from user replies come in. We are currently on SDK version 3.1.32 in the app end.

Hello @dennison

  1. Make sure that the agents are connected to the Sendbird server using the sb.connect() method from the Chat SDK.
  2. Ensure that the agents are authenticated with both the Chat SDK and the Desk SDK using the same user ID.
  3. Check if there are any network issues or delays that could be causing the delay in message delivery.

If you still face some issues then I would kindly request you to create a support ticket from your Sendbird dashboard and someone from the support team would assist you accordingly.