Auto refresh in new Zendesk

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174 Comments

  • Robert Rungholm
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    Whats the reason for not integrating an autofresh-option?

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  • Brandon Knapp
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    @Mike: If your agent is using Google Chrome, you might want to look into using our Extension. The Google extension can be found at the following address and will give you a live notification when you receive an new ticket in your account. https://chrome.google.com/webstore/detail/zendesk-activity-stream/lepncnolflpphikjokokpbbmcombdffk/reviews?utm_source=chrome-ntp-icon

    @Robert: I believe we do not have an autorefresh option because the New Zendesk interface is a single page application. I have heard talk, however, that we are working on a autorefresh solution that will intelligently refresh views you are looking at and will prime other views or pages to refresh once you make them active. I do not have an ETA to expect this functionality though.

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  • Brandon Knapp
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    @Mike: Someone just informed me that the Chrome Extension will not notify you every time a new ticket comes in to your helpdesk. In order for the chrome extension to notify you, the ticket will need to be assigned to the user, but this can be done with a trigger. If you have only one agent answering tickets in your helpdesk environment this should be no problem to set up. A trigger with the condition 'ticket is created' and the action 'assignee [desired user]' will assign all newly created tickets to the user and cause the Chrome Extension to update with a notification. Sorry about the misinformation earlier!

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  • Brad Collins
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    +1 for auto refresh please!

    Also, me email shows me how many unread emails I have on the tab, I don't even have to click to find out.  This feature would be extremely useful for me and drastically improve response time!!! Would be great if the tab showed me the number of Open tickets I have.

    This is pretty useless without auto refresh though...

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  • Amrish Patel
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    I have the chrome extension installed, however after the update to Chrome 28.0.1500.72 m the extension has stopped working, is anyone else having the same issue?

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  • Travis Swientek
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    @amrish - I created an issue in Github. https://github.com/travis06/ZendeskLotusRefresh/issues/2 ... Will take a look at it this week. Thanks for the report! -Travis

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  • Jim
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    I can confirm as well, comment left on Github as confirmation of issue.

     

    Chrome 28.0.1500.72 m Windows 7, 64 bit.

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  • Arnaud de Theux
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    Thanks a lot Travis for taking a look on that issue! I know your extension is much appreciated by many of our customers so I will keep a close eye to your Github repo as well ;-)

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  • Jim
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    Travis,

    Have you had a chance to look into this, the script itself is rather simple and I have poured through the updates to Chrome to try to figure out what was changed that caused this to break, but I am no developer.

    I hope you are able to get this fixed, my ticket times have actually noticeably suffered at this point.

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  • Travis Swientek
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    All - I've spent some time attempting to resolve the issue. It doesn't appear to be an issue with Chrome, but rather Zendesk made several hefty changes to their UI. Unfortunately, I just don't have the time to dig through and figure out what has changed. 

    I attempted to reach out to Zendesk, for thoughts on what changed (they have to have a change log), however, this was their response: 

    Sorry, but we do not support and strongly discourage this kind of customization. Unless you're using the App Framework ( http://developer.zendesk.com/documentation/apps/) any customization of the agent interface is not supported.

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  • Jim
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    Clearly the left hand does not know what the right hand is doing in this case.

    This was something which helped a large number of their users, anyway to see the number of downloads of that script?

    I thank you for your time in working on this when clearly you did not have to.

    If I were better at this sort of thing I might give it a go myself as it really did produce a noticeable difference in productivity. The fact that it is not there by default is still mind boggling.

    Again, thank you travis for your time.

     

    Zendesk, time to step up to the plate, Travis has made his code freely available, it will take one of your developers mere minutes to integrate this code into a simple toggle in the settings page and make a large portion of your userbase happy.

    Lets make this a reality.

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  • Michael Bollmann
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    Auto Refresh is a must have for a ticket system. The status quo is really unsatisfying.

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  • RobertParker
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    Seriously it is ridiculous that when you are staring at the ticket that it will not at least let you know that it has been updated.  This almost makes zendesk worthless straight away!  Without it zendesk just is not suitable to use as a helpdesk software.  There is a live chat for god sake, but an update notification or auto refresh inside the ticket is out of the question?  

    GET WITH IT ZENDESK THIS SHOULD HAVE BEEN TAKEN CARE OF BEFORE YOU EVEN LAUNCHED ON DAY ONE!  People are clamoring for this for over a year and nothing?  WHAT COULD YOU POSSIBLY BE WORKING ON THAT IS MORE IMPORTANT THAN THIS? 

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  • Jake Holman
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    @Robert: This thread is specifically about auto-refresh/real-time views, not tickets.

    When a ticket gets updated, a blue banner should appear in the left column alerting you of that update. It'll give you the option of clicking to load in those changes (without having to refresh your entire browser) without losing any in-progress comment you may have been composing. We plan on making that entirely real-time soon, where any update would automatically load in the changes for you without you having to click on anything.

    If this is not happening for you, support@zendesk.com will be happy to help you out.

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  • Amrish Patel
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    Hi

    One of our developers has taken Travis code and made it work again.

    Located here:

    https://chrome.google.com/webstore/detail/zendeskrefresh/fienhnlhhgmpnedllhaofmbekocecghf?hl=en-GB

    Thanks again to Travis for the original code.

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  • Jim
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    Armish,

    I will be giving this a run through tonight, would you mind putting up the source code on github and linking to it so I can look over it as well.

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  • Jim
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    Sorry, that should have been Amrish, sorry about that.

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  • Amrish Patel
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    Jim

    Here is the source code:

    https://github.com/brandonstubbs93/ZendeskRefresh

     

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  • Jim
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    Perfect!

    Thank you Amrish

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  • Leon Parkinson
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    Hi, I have installed this Chrome extension provided by Amrish but Auto refresh does not seem to be working.

     

    Can anyone provide any assistance.

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  • Mike Brosius
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    With the amount of tickets we have coming through on a Daily basis auto refresh is a very big necessity for the new UI.

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  • Tonni Tølbøll Lund Aagesen
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    +1 for the auto refresh feature! Meanwhile, inspired by the Chrome extension I've created a Safari counterpart - get it here:

    https://github.com/ta/zendesk-refresh/releases

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  • Jim
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    Note that the link to the refresh script by Amrish now causes an issue with the views sidebar constantly opening and closing due to a change that looks to have been made by Zendesk. 

     

    An update will need to be made to the extension by Amrish to address this.

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  • Tonni Tølbøll Lund Aagesen
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    Created a new release which is more lenient with regards to the Zendesk systems/resources:

    https://github.com/ta/zendesk-refresh/releases

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  • Jim
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    Amrish, I see the update has been made as of the 28th of October, no more auto collapsing sidebar.

    As this was a chrome extension it updated automatically.

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  • RobertParker
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    Zendesk. How about you make this a priority already. So many people requesting this functionality, you have new users everyday. Now they get to navigate to this tread and straight away they see that Zendesk will let this kind of thing go on without lifting a finger for a over a year! 84 comments How much money is that right there, wit the folks that have already asked? ZD can't make that a priority? We are on here exchanging scripts like this is some open source chat room. Zendesk is far too expensive to be ignoring customers in this way.

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  • Lennart Friberg
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    Oh no !! We just signed up for one year the other day but found this now .. OMG!

    Every other Ticket system got this as a default feature. I even made this with simple code on my own website.

    I thought Zendesk was a serious company! 

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  • Avi
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    Zendesk is a serious company but that comment from last year is a bit odd "no plan for auto-refresh at this time".

    Like others have said, this is a necessity. I've been working with Zendesk for going on 2.5 years this December and the sad fact is that some things have gotten harder while others have gotten better. The time to get things open is much longer. In the classic ZD using a browser plugin/extension to auto-refresh was fine but with the way new ZD works it's pretty bad. You'll waste crazy amounts of time doing that. I'm actually looking into dropping some money into a little app to move my mouse to a position and automatically press there every 'x' seconds or whatever.

    Please, Zendesk, do something about this. It's incredibly annoying.

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  • Jim
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    Avi,

     

    Take a look at the chrome extension by Amrish here, https://chrome.google.com/webstore/detail/zendeskrefresh/fienhnlhhgmpnedllhaofmbekocecghf?hl=en-GB

    If you are using Safari then Tonni has one here, https://github.com/ta/zendesk-refresh/releases

     

    I can vouch for the Chrome extension, works a treat.

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  • Avi
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    Wow, Jim! Thanks a lot. I'd love it if that gent made it so you can edit it to a different time interval but anything will do for now :)

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