Real-time Presence with Durable Objects

Traditional support tools poll a database for updates. EdgeDesk uses Cloudflare Durable Objects as the single source of truth for each ticket and inbox.

TicketDO holds the authoritative ticket state with strong consistency—no write races when two agents act simultaneously. Every mutation is serialized through the DO.

PresenceDO tracks who is viewing each ticket and the full inbox in real time. Typing indicators and last-seen timestamps broadcast via WebSocket to all connected agents.

When two agents open the same ticket, collision warnings appear before either sends a reply. Optimistic UI updates reconcile automatically when the DO confirms the write.

This architecture eliminates cron-based polling entirely. SLA alarms use DO setAlarm instead of scheduled Workers scanning D1.

The result: sub-50ms p95 for ticket updates globally, with real-time collaboration that feels native—not bolted on.