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.