One of the overall design goals of TicketDesk since version 1 has been to facilitate near-frictionless, bi-directional communication between help desk staff and end-users. Tickets should evolve as a natural conversation, and the entire history of those conversations should be right there in the ticket’s activity log. TicketDesk has done a reasonably good job in this area, but SignalR presents an opportunity to take this idea to a whole different level.
The goal behind the SignalR library is to give the server a live, real-time channel to code running on the client. The server can push notifications whenever things change, and that information is available to the user immediately. The techniques that SignalR use to achieve this are not entirely new, but have historically been difficult to implement.
TicketDesk 3 uses breeze on the client, and breeze tracks all the entities it has retrieved from the server. Knockout is used to bind those entities to the UI for display. The beauty of this combination is that Knockout automatically updates the UI anytime the entities in breeze change.
With SignalR, the browser can listen in the background for updates from the TicketDesk server. When the server notifies the client that a ticket has changed, the client can then choose to fetch the new data in the background, and update the local copy being tracked by Breeze… and Knockout will automatically refresh the display to show that updated data to the user.
The best thing about SignalR is that it is trivially easy to setup, and with the combination of Breeze and Knockout it is super simple for the UI to respond intelligently.
As a proof of concept, I have coded up a simple SignalR hub that will tell all connected clients when a ticket changes (and what the ID of the changed ticket is). The client will check to see if it is tracking a ticket with that ID, and if so it will automatically fetch a new copy of the ticket from the server. Anything on the screen that is bound to that ticket will automatically update to show the changes. This was not only very easy to implement, but it seems to work very well.
I then took it a step further, and coded up several special routines for the ticket list view. Not only does it update the tickets displayed on screen, but it also responds intelligently to changes in the number of open tickets, or changes of the order of the tickets within the list.
This list view, as currently implemented in the alpha, is a paged list showing 5 items on screen at a time. Because the list is sorted by the last updated date, anytime a ticket is updated the order of items in the list changes too. If a ticket is closed or re-opened, the number of items will grow or shrink change. Pager buttons may need to be disabled or enabled, items on the current page may change as tickets are shuffled around, and the current page might not even be valid anymore if the number of open tickets shrinks enough.
With very little effort, I was able to code up the list view that dynamically responds to real-time changes on the server, and keeps itself current without the user ever needing to explicitly refresh the screen.
I plan to use the set of capabilities around SignalR to make the entire application behave in near real-time. The Ticket activity log will behave like a real-time chat conversations, lists will automatically adjust as things change, and notifications will appear to keep the user informed.
If you want to take a look at the early alpha version, I have published a TicketDesk 3 demo on Azure. I can’t promise that it will be stable, and it certainly isn’t a complete end-to-end implementation. But feel free to play around with it.
To see the SignalR behavior in action, just open the site in two browsers at the same time. Make changes to a ticket in one, and watch the other browser update itself.