Auto refresh in new Zendesk

Planned

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.

     

  • Brandon Stubbs
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    Hi

     

    I wrote the Third Party extension for this in 2013. I then left this on the store as I really thought this was something that zendesk would tackle.

    I stumbled across it to see that there is still actively ~1000 users / week. So I decided to read some of the requests from all of you. I am happy to give you a newer version that gives you more control. Please do not hesitate to post new idea/feature requests on the extension in the store.

     

    You can find the latest version on the store here:

    https://chrome.google.com/webstore/detail/zendesk-auto-refresh/fienhnlhhgmpnedllhaofmbekocecghf 

     

    Please can you upvote this post so that others can see this clearly when coming across this almost 6 year thread! :)

     

    Kind Regards,

    Brandon

    7
  • GrahamPocta
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    +1. It seems that every once in a while I run into some functionality that I would like to see in Zendesk, see a SUPER old thread about it and think, "Oh, good! Somebody requested this a long time ago. Surely it has been implemented by now."

    Then I read the thread. :(

    4
  • Davidb
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    +1. Zendesk is about making our jobs more efficient. Usually it does a great job and I think "Wow, this makes my life easier". But how much time is wasted refreshing the screen? And how many customers are disappointed when we do not respond quickly as we have not seen their message? Zendesk, please listen to users!

    4
  • 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.

    3
  • Jonathan March
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    @Oren, nobody has said it's been in the works for 5 years. If you look at the thread history, the previous PM (Erin) wrote in Feb 2016 that work would start soon; there was evidently then a delay when Erin left. Her replacement Mayra wrote in Jan 2017 that work had started. You might think it's trivial to implement but autorefresh will certainly have an impact on overall system resourcing, and depending on how the system was originally written (which neither you nor I have any insight into), could require significant re-architecting. And yes, while the feature will be very nice to have, it clearly has not been the highest priority, which I think most ZD users would agree with. ZD, like any software dev team, must always juggle too many competing priorities. So while I sympathize with your impatience, there's no need to be insulting, and certainly not to misrepresent the thread history.

    3
  • 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.

    2
  • Simone Pace
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    +1

    Two years ago Max McCal said this was in roadmap... but it looks like still is not there.
    How long yet?

    Please this is really a basic feature that everybody needs and should be there!

    2
  • Storm Arthur
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    This should be a thing.

    2
  • Mario Ruhmann
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    Please add this feature. This should be basic configuration...

    2
  • Kevin Zink
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    also want auto-refresh for tickets!

    2
  • Mayra Pacheco
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    Hey @Sven,

    Check out the first official post on this thread; it contains an update from yesterday. We're currently actively working on it. I'll be sure to reach out to you to join our beta.

    2
  • 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

    1
  • 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. 

    1
  • Michelle Dunn
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    We would also like an auto-refresh option. There is a widget in the classic version.

    1
  • Aaron Pewtherer
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    @Daniel & Michelle: No plans for an "auto-refresh" function at this time.

    1
  • 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. :)

    1
  • 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?

    1
  • 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.

    1
  • Justin Seymour
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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. 

    1
  • Anne
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    We would also benefit greatly from auto-refresh!! 

    1
  • 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.

    1
  • 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.

    1
  • 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. 

    1
  • 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.

    1
  • Quinton McCombs
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    I would also like auto-refresh.

    1
  • Artur
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    +1

    1
  • 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.

    1
  • 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.

    1

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