Auto refresh in new Zendesk

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174 Comments

  • Official comment
    Mayra Pacheco
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    Hello everyone,

    I know you've been waiting for updates to this important feature request. Our team has been working on building the underlying infrastructure to deliver tickets to views in real-time so we can have this auto-refresh functionality. This backend work is nearly complete.  I've read through all your use cases but have a few, specific questions. To answer some questions we have about this feature, please fill out this survey. I'll be reaching out to some of you who fill out the survey to get some initial feedback.

    I'll continue to post updates to this forum post as we get closer to a beta.

     

  • Jonathan March
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    Not only the queue but also open tickets themselves: https://support.zendesk.com/entries/22057771-blocker-ticket-changes-but-new-zen-does-not-show-it

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  • Aaron Pewtherer
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    @Daniel. To refresh the Views, click "Refresh Views" link at bottom right.

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  • Daniel Knecht
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    @Aaron. I know...but I'd prefer an auto-refresh function. I'm using a safari extension right now...

    http://agriffindesign.com/downloads/autorefresh/

    Just wanted to know if there will be an auto-refresh-function in the near future. 

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  • Michelle Dunn
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    We would also like an auto-refresh option. There is a widget in the classic version.

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  • Aaron Pewtherer
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    @Daniel & Michelle: No plans for an "auto-refresh" function at this time.

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  • Michelle Dunn
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    That is really unfortunate, especially considering the fact that refreshing the page with a keystroke (F5) requires 14 seconds for the page to load. The new system seems much slower overall. I do like some of the improvements, but in general, the old system is so much faster that I can't justify using the new one.

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  • Aaron Pewtherer
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    @Michelle. Good point. Thanks for your feedback. Keep the thread alive by asking people to Like it. If there is enough demand, a future release may contain your feature request. :)

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  • Jonathan March
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    @Aaron, can you explain why there are no such plans? Is there a downside other than more work for developers? Surely the upside is quite clear?

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  • Daniel Reed
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    Hi,  All other help desk systems I have used auto refresh the ques.  This is something that should be implemented.  I am trying to manage our tickets and without the views fresheshing it causes problems.

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  • Justin
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    We've talked a bit about this internally, though it is not on the draft board at the moment. However, it doesn't mean we won't consider this in the future. I'm in agreement that auto-refresh is incredibly useful. 

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  • Anne
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    We would also benefit greatly from auto-refresh!! 

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  • Jaap Meijer
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    Very strange that it even isn't in the roadmap! To me it seems a rather small fix and great pelasure. Even when it's only once per 10 minutes.

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  • Andrew Crompton
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    Yes - I would too like to see this!

    1
  • Cheryl Wetherington
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    We just pushed our ZD live, and I was rather dismayed that auto refresh isn't there. Most of our tickets are going into suspended right now (that's my next fix) but when I recover the tickets I have to refresh in order to see them. It's really not what I anticipated. I keep my desktop open all day, and just like my email, I expected to see new messages appear as they came in. Instead, I have to refresh continually to see them. Disappointing.

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  • Cheryl Wetherington
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    Also, I expected to be able to click on the dashboard (ZD heart icon) icon in the upper left to refresh. 

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  • Kel
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    I would also like auto-refresh.

     

    I'm having the same suspended emails issue as Cheryl - I see no notification that there are any suspended requests. I have to keep clicking the view to check if there are any messages. Even when I hit the refresh view button it never tells me if there is any suspended tickets until I look.

    Then after deleting/ recovering the suspended tickets, the view shows the number of suspended tickets in the folder. It only goes back to zero (which at this point is correct) when I refresh the entire page not just the view. This is quite frustrating.

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  • Quinton McCombs
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    I would also like auto-refresh.

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  • Artur
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    +1

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  • Marcus Fields
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    Just signed up for Zendesk - is this 'new Zendesk' like a completely different app? I'm concerned that something as simple as refreshing a ticket isn't available yet.

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  • Daniel Reed
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    Hi,  I am presently discussing moving all support for our company into a single help-desk application.  But even though I currently use Zendesk it may miss out due to the simple fact that it is missing Auto Refresh for the views.

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  • Elliott Shafii
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    Plus one for this request. 

     

    We spend all day with Gmail and Zendesk open. It's slightly annoying that zendesk doesn't auto refresh in the same way as Gmail. 

     

    Is this not part of the current app because you've simply not through it to be a useful feature or is this more an engineering concern from the increase in load? 

     

    I'm sure you understand why this feature would add value to the product. 

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  • Joerg Klaas
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    Yes, totally agree with all comments above.
    For us as a new customer plus/enterprise customer we're kind of suprised that there's not even at least a refresh-button. Specially when it happens that two person are working/viewing a ticket.
    It shoudln't be a "big deal" implementing this function. Specially because you guys already have the little notifier-windows, when a ticket has been changed.

    Why not simply place a little refresh icon there? That's it. It's not auto-refreshed but at least easily one click away... 

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  • Max McCal
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    Hey, Everyone - 

    Automatic refreshing of ticket views is definitely on our roadmap. I can't provide a release date at this time, but I can say it's planned. 

    There are definitely some technical hurdles, including the increase in load, as well as some things we have to think about surrounding when it's okay to refresh, and how to handle certain scenarios. i.e. How do you handle a reload if the user is on page four of a paginated view, and enough tickets higher up the list have been removed that there are no longer four pages in the view? There are a number of scenarios like this that need to be ironed out before we can reliably handle this.

    Again, we are planning to implement this feature. More information to come.

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  • Jonathan March
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    Thanks, Max. Feedback:

    1. If I'm working my way through a view, then refreshing a ticket, whether manually or automatically, should not change the order of tickets in the browse list, nor my position in that order. If there is any argument for doing it any other way, I'd be interested in hearing it.

    2. What about a button (just for now, while you work out the fine points) to "refresh this ticket in place"? The current method is to refresh the browser tab, than which almost no imaginable alternative is worse.

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  • Max McCal
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    Jonathan - Ticket updates and the ability to refresh them is a separate issue; one we're already working on. I'm referring to refreshing views. I'm sorry if I lost the thread of the conversation, but that's what the original post was asking about. As for ticket updates, yes, we'll be addressing that in the near future.

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  • Kristin Sarra
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    Yep Auto refresh like breaks in a car are expected. 

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  • Jonathan March
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    Quite right, sorry; I hadn't noticed that you were responding to the main topic, not the tangent. 

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  • Joerg Klaas
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    @Max: Ok, understandable. But as a step in-between: Why then not place a little refresh button in the box you already show, that the ticket has been changed. Thats 1000times better then the browsers reload function.

    And IMHO: Regardless of auto-refresh-functions, you'll need this anyhow for users convenience.

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  • Robert Surbevski
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    I would also like auto-refresh.

    1

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