Automatic Refresh in Views

103 Kommentare

  • Marcelo Peixoto

    Yes, please. Plus dark mode

  • Customer Support

    This is a joke and should be implemented.  There are other ticketing systems that are better and cheaper.

  • CJ Johnson

    Salvador Vazquez Are there any updates on this issue? The last update was nearly a year ago, to say there's no plans for this. This is the #10 most upvoted feature without a decision made about it. 

  • Barry

    Is there a roadmap to view what zendesk is working on as well as expected delivery dates?

  • Sydney Neubauer

    +1 as we also have very strict SLAs and when we move teams from Outlook to Zendesk, the expectation is that emails/tickets should show automatically and no action should be needed for Agents

  • Amanda Rice

    +1 - we need this functionality and would appreciate any updates from Zendesk

  • Archibald

    Any news?

    Any reason for no updates?

    Any reason NOT to do this?

    You have many fantastic solutions to make the agents work easier, quicker and less painful, but this is the easiest yet most critical feature you can implement.

  • SuBin Kim

    +1 Please add this function. 🙏🏼

  • Ali Brubaker

    Hi Zendesk,

    The last official comment I see was from October, 2021. Has there been any update on the auto refresh functionality?


  • Jani Oksanen


    We need to cancel some licenses if we don't get this sorted or any workaround for this.

  • Will Martin

    I know it's not the ideal solution, but there is a new Chrome Extension that does automatically refresh the ticket views: ZenDesk Refresher

  • Holly

    appreciate the suggestion, Will. I'm sure it will help some people out.

    To Zendesk, this should still be a native feature within Zendesk. We shouldn't need to require every agent to download a third party extension.


  • Jimmy

    We are migrating from Spiceworks to Zendesk.  Spiceworks had this functionality and was very helpful to keep our team in alignment and not duplicate responses to the same tickets.  Can you please add this functionality to Zendesk?  Thank you!

  • Katie Murphy

    +1 Would love to see this feature added. It's helpful to see everything as it comes in and not have to worry about refreshing. Thanks!

  • Maria Tentsou

    Any plans of adding this soon? Are you actively working on it? Definitely need it for normal every day flow.


  • Dani

    Sadly, I doubt it Maria Tentsou - this ticket was opened in May of '21, and all the pleas for what should be a DEFAULT feature have fallen on deaf ears. 

  • James Swanson

    Adding my vote "yes" for this. you mention "This solution may or may not be in Views though. There is no estimated time for a solution to this at the moment. " 

    i would imagine others here are in agreement when i say it MUST be in 'views'. Not to say it cant apply to other things but it must apply to Views. and regarding the time frame in which this gets done, you've been getting requests for this since May 2021. And its still no implemented. Many of us are well aware of project time lines and i think most would agree, a function as simple and as standard as an auto refresh, shouldn't take this long to implement. Especially considering virtually every other ticket system has auto refresh. 


  • mws

    We have reached the end of our rope with this and are seriously exploring FreshDesk and HelpScout. It's just unbelievable that simple basic features like this aren't even being considered. Scratch that...these aren't even features - this is literally a bug.

  • Ryan Nguyen

    It has been years but still no solution.

    The workaround for this is to use 3rd party app (like "Lovely views" app on Zendesk Market Place) or Chrome extension (like Zendesk Auto Refresh). The former also reloads the view instantly when a ticket in that view is updated by other agent.

  • James Swanson

    But the whole point is that we shouldn't have to use a 3rd party app or extension do perform a basic task like auto refresh that virtually all if not ALL other systems have

  • Daniel H

    ITS BEEN LONG ENOUGH!!!!!!!!!!!!!!!!!!!!!! FIX IT!!!!!!!!!!!!!!!!

  • Yenni Siskawati Hasbi

    it is a must to auto refresh or else it impacts the SLA 

  • Jacob C.

    I keep seeing updates on this thread but I don't see any action being taken. Zendesk are you taking this thread seriously? Seems like a lot of frustrated customers. +1

  • Delyn Clifton

    I want to add to this request for our Team. 

  • Ntsako Masinge

    This is a need especially if you are using omni-routing to route your email tickets. New emails don't auto assign immediately unless agent refreshes

  • Zac Garcia
    Zendesk Product Manager

    Hi everyone!
    Thanks for your passionate feedback around auto-refresh for Views. We’re still reading and taking it all in, and apologize for the length of time between updates. Based on the above, I’m picking up the following:

    • Auto-refresh is needed to support efficient turnaround on tickets, especially in high-volume contact centers. Further, SLAs can be very quick in some cases - sometimes as low as 15 minutes - and agents must be able to work within them.
    • Because the majority of work is executed from Views, auto-refresh is needed for the Views experience
    • In some cases, external systems are being used to monitor for new tickets, including Outlook or Slack integration. In other cases, Chrome extensions are being used to auto-refresh the page.
    • This is especially important to customers who are using Omnichannel Routing

    This being said, we’re building an experience to help agents get real-time visibility into their work. We’d love to get your feedback on where we’re headed. If you’re up for a conversation, please fill out this form and we’ll look forward to connecting with you! We’ll keep it open for the next 3 weeks, so please respond as soon as you can!

    Automatic Refresh Feedback Form

  • mws

    I have no idea what to respond here. With all due respect, Zac, you're "picking up on the following"? 

    This thread has been open for 2 years, and there's others similar/older to it. 

    Zendesk is not the only support platform by far, and an automatic refresh is absolutely a given in any other support platform out there.


    For us, this response is too little, too late. We're finalizing our move to HelpScout next week. 

  • Georgi

    We connected many email addresses, we use omnichannel routing and all tickets created through emails are assigned automatically to the available agents, but without any notifications. They have to refresh their views to see them, which is not time efficient, it causes delays in support replies.

  • Georgi

    We tested the following Chrome extension and it seems to be working as expected:

  • mws

    Well, the day has finally come. I'm so excited to share that we're finally off of Zendesk. Moved to Helpscout earlier this month and it's been such a breath of fresh air. The point here isn't to promote HS, though.

    Our whole support team is so glad we don't have to deal with the following issues any more (and, is very regretful we didn't make this change sooner) :


    - This issue: The ticket views not automatically refreshing (seriously, how is this acceptable? It's 2023) No, a browser extension isn't an acceptable answer. 

    - Insane struggles with browser performance and autocorrect not working. 

    - Horrible/painful handling of CCs in tickets where multiple emails need to be Ccd in.

    - Thoughtless handling of primary/secondary/multiple emails for a single contact. Basically, you can't give a contact multiple emails, you have to create a separate contact for each email they'd like to be notified at. Ridiculous.

    In the years we've been with Zendesk, no new features have been added; and if anything, features have been "broken"/degraded. Zendesk is the most basic solution for ticket management, and cares not one bit about listening to their users. I hope to see even more solutions recognize this, listen to what their users need, and build more alternatives that make sense instead of using Zendesk. 


    I've been waiting for this day to be able to unsubscribe to this thread. Best of luck to all of you, and hope you find an alternative that works for you.


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