Automatic Refresh in Views

23 Comments

  • Official comment
    Salvador Vazquez
    Zendesk Product Manager

    We are currently looking into solving use cases similar to this and looking for the best way to get agents more real time updates on high priority tickets. This solution may or may not be in Views though. There is no estimated time for a solution to this at the moment. 

  • Andreas Prehn Christensen

    It's a must have. we need it as well!

    2
  • Arno (EMEA Partner)

    We have similar situation with tight SLAs with specific customer(s), and we really need to views to auto refresh. Agents are following multiple windows for udpates and these are all autoupdating except Zendesk, and it is not a usable solution to go and refesh single window, but all should auto refresh.

    2
  • Scott Allen-

    This feature would be super beneficial! With the latest update to Zendesk the actual refresh after responding to a ticket doesn't work consistently. I physically have to click refresh on the browser to see my own reply I just sent. It's becoming very frustrating.

    Hoping some auto-refresh can be added in the near future!

    2
  • Mele Bryant

    Yes to this!

    1
  • ibrahim Aqqad

    adding my vote to this 

    1
  • Sylvie

    Hello, that would be really nice indeed.

    1
  • Dani

    Agreed. Our current workaround is a tab refresher extension for chrome (Tab Auto Refresh)

    2
  • GUSTAVO FREIRE LOPES

    Zendesk should really take a look at this.

    1
  • Eduard Martínez

    +1 to this. Hope we get the auto refresh soon. It would be an amazing QOL improvement to Zendesk.

    1
  • Timothy Foust

    We also need this. Currently I have to have email notifications go out to the entire team everytime a new ticket comes in. Its clonky. 

    0
  • jacob crocker

    Yes this! Seems like a basic out of the box function that other platforms have.

    0
  • Jim Tyminski

    PLEASE ADD AUTO REFRESH!  :)  Thank you!!  Needed for quicker SLA's.

    0
  • John Polanek

    This would be an amazing addition to the product. Please consider adding this. 

    2
  • Andrii Malafiichuk

    adding my vote to this 

    0
  • Beth Terry

    Yes, please! This would be very helpful. As others have stated, relying on email alerts or manually refreshing the browser are not reliable alternatives to having an auto-refresh feature similar to Gmail. 

    0
  • Nikita Chubiy

    upvoting this

    0
  • Prem Shankar

    It's a must have. We recently had a critical issue SLA breach and CEO level escalation due to this missing feature.

    1
  • Jim Tyminski

    GUYS (Zendesk)  Come on now!  This is not a "feature request".  IT'S A BUG!

    But seriously, this is a bug.  You are displaying information that is wrong.  It is incredibly obvious that this is a bug.

    Also, this is not something that technically/programmatically cannot be done.  Refreshing the non-post-back (Ajax) data in a browser is not that complicated and is done in so many applications.

    It's a bug.  Please address this.

    0
  • Ben Wright

    It's simply baffling that this is not an option. It's the most basic and important feature of any ticketing system.

    0
  • Shane Edwards

    They already have the ability to refresh the view (it happens when you sort the columns or click the home icon), they just didn't set up an efficient triggering system.  The way to do this is to have the server push to the logged in browsers whenever a new ticket comes in and spark a refresh.  They are half-way to the solution--it is incredible that this isn't the top priority.  We just moved to Zendesk and it never even occurred to me to test such basic functionality, so now I'm left with a sub-par operation for my support team.

    1
  • MyWorks Support

    Sigh - yet another extremely basic feature missing in Zendesk - totally agreed this is actually a bug. How is it possible that literally every other support platform has this but it's just impossibly difficult for Zendesk to wrap its mind around? 

    For potential Zendesk users seeing this, here's the "missing" features we wish we were aware of before we made the decision to switch to Zendesk...sigh:

     

    • This - can't refresh a basic screen to automatically show new tickets. Come on.
    • Archaic handling of CCs on tickets...good luck trying to find any spot between "anyone can open a ticket" and "only registered users can open a ticket". 
    • Want to show your Zendesk support widget on a front-facing site while only allowing registered users to open a ticket? Good luck - it'll just show a server error when someone tries to open a ticket through it, which per Zendesk is "intentional".
    • Can't include a doc in more than one category.
    • Want to duplicate a doc? Think again...
    0
  • sphen

    MyWorks Support I agree with you on this views topic and widget flexibility, but some of the other pain points you called out have potential solutions or workarounds.

    • Archaic handling of CCs on tickets...good luck trying to find any spot between "anyone can open a ticket" and "only registered users can open a ticket". 

    I'm not sure if you meant for these two items to be related, but:

    - re: archaic handling of CCs was frustrating for us until the updated CCs/Followers feature came out. Now the CC finally behaves like you expect traditional email CCs to. 

    - re: "between anyone can open a ticket, and only registered users can open a ticket" - are you thinking something like only VIPs can open a ticket? You could potentially do something like hide the contact form and only display it if the user is part of x org, or contains x tag. Or, hide the contact form and only link to it within an article that is only visible to x user segment. With a bit of dev work you can find some creative solutions!

    • Can't include a doc in more than one category.
    • Want to duplicate a doc? Think again...

    This would be nice too, but a workaround is to use the Content Blocks feature that came out earlier in the year. You still have to create the article in more than one place, but at least this allows you to edit content once to reflect in multiple places.

    0

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