Automatic Refresh in Views
We would like to propose an automatic refresh in the Views.
Situation: New or updated requests (tickets) are received and is not being pushed automatically to the appropriate views.
Impact: Some of our teams have very time sensitive SLAs. Each team is different, but some have 15 minute response times or less and deal with a high volume of tickets. They are currently using a lead triage model instead of the play functionality. (Play has a refresh rate of 5 minutes from the documentation which is 33% of one of our current SLAs and could still cause different Support Agents to have tickets appearing in different orders in their views.)
Current workaround: A Support Agent needs to click on each of the views to manually refresh them. This workaround is not very efficient and adds extra stress for our Support Agents.
How we would solve the problem: Add auto-refreshing capabilities similar to gmail.
Thank you for considering our request to help not only our teams but many other Support Agents.
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This extension is currently working as of today
https://chrome.google.com/webstore/detail/zendesk-refresher/kbnadckimgmhcchlnoddmihobfmloocp
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This one is maintained by me. There are some reports of it not working for some users, but I'm not sure why.
Please let me know if it ever stops working for you, and I'll create a fix.
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Thank you Will, much appreciated!!
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Any updates on this as it does affect the way zendesk is used. We did expect this to be a standard feature integrated however we have been using a chrome extension which now does not seem to work and is affecting workloads and SLAs for the team. One of the reasons why we joined zendesk was the auto refresh
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Extremely keen for View auto refresh to be implemented ASAP
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Adding my vote to this
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Yes this would be helpful.. add my vote
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Can't believe that such a needed and easy feature takes you more than 2 years to consider.
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Are we able to get an update on this? It seems to be a must-have for many clients.
Thank you!
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OK so we are well over 2 years in to this request and I see that it has not been added yet. With the comments about the Chrome add on not working properly I am not willing to request my company to add this Software to our accepted list of applications. When will this feature be added?
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We just recently enabled omnichannel routing on our account, which auto-assigns tickets to agents. Even with this, the agents need to constantly refresh the view to see the tickets they are assigned. This defeats the purpose of routing tickets. Refresh should be the default for all account levels. With a support team like ours, that does not often have a backlog of tickets, they need to refresh to see all new content. Zendesk, please make this a priority, as this is a much-needed feature for all.
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Zendesk - Please comment on this request and provide an update on your progress on this. We need the ability for views to be auto-refreshed. This is already available in other products like Freshservice. This needs to be prioritized and become a standard feature in Zendesk.
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