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Automatic Refresh in Views

Not Planned


Posted May 27, 2021

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.

 

 

 


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132 comments

1


Daniel Hamrick

This one is maintained by me. There are some reports of it not working for some users, but I'm not sure why.

Please let me know if it ever stops working for you, and I'll create a fix.

1


Thank you Will, much appreciated!! 

0


Any updates on this as it does affect the way zendesk is used. We did expect this to be a standard feature integrated however we have been using a chrome extension which now does not seem to work and is affecting workloads and SLAs for the team. One of the reasons why we joined zendesk was the auto refresh

0


Extremely keen for View auto refresh to be implemented ASAP

0


Adding my vote to this

1


Yes this would be helpful.. add my vote

2


Can't believe that such a needed and easy feature takes you more than 2 years to consider.

1


Are we able to get an update on this? It seems to be a must-have for many clients. 

Thank you!

2


OK so we are well over 2 years in to this request and I see that it has not been added yet. With the comments about the Chrome add on not working properly I am not willing to request my company to add this Software to our accepted list of applications. When will this feature be added?

0


We just recently enabled omnichannel routing on our account, which auto-assigns tickets to agents. Even with this, the agents need to constantly refresh the view to see the tickets they are assigned. This defeats the purpose of routing tickets. Refresh should be the default for all account levels. With a support team like ours, that does not often have a backlog of tickets, they need to refresh to see all new content. Zendesk, please make this a priority, as this is a much-needed feature for all. 

2


Zendesk - Please comment on this request and provide an update on your progress on this.  We need the ability for views to be auto-refreshed.  This is already available in other products like Freshservice.  This needs to be prioritized and become a standard feature in Zendesk.

2


Very basic feature, should be implemented ASAP.

Please don't let it continue sitting just as a request for many more years to come. This is better described as a bug report than a feature request.

1


The strongest department in Zendesk must be sales, cause the product itself doesn't seem to be getting that much attention, given that this is still a major problem that most other competitors have long since solved.

3


Hi @Salvador Vazquez

Thanks for the update. Can you specify for us which use cases from this thread will be resolved with the new dashboard? 

Kind regards,

0


"not planned" ...... my disappointment is immeasurable and my day is ruined.

Imagine if you had to physically refresh your gmail inbox or facebook messenger to actually know if someone wrote you something.

4


Disappointed in the latest update that Zendesk will not be adding this feature.

Has there been any reason announced for deciding to not add the feature?  Is there a benefit?

0


This feature is very needed, especially in zendesk messaging where you can only see active conversations via a support view. Neither agents not managers should be constantly refreshing the views in order to see all the active conversations!

0


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Shawna James

Community Product Feedback Specialist

Hello everyone, I want to reiterate Salvador's response and thank you for your engagement and expressing interest in the feature area. Not having the features you wish you see at Zendesk prioritized is an understandably frustrating experience. 
 
I understand how our recent updates about this feature not being prioritized might have caused frustration because we didn't reference our guidelines in this post. Product feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps. While we listen and read every piece of feedback that comes through this forum, in some instances, our product teams need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback. This Community forum is simply for sharing your challenges and how you use the product, but it is not a case/resolution system. In this instance, the PM team is focusing their energy on better reporting for Views which needs to be prioritized at this time.
 
Also, per our guidelines and code of conduct, I want to remind folks that we expect all community members to adhere to respectful discourse in this space. Feedback and constructive criticism are welcome. Disparaging, harassing, mean, or snarky remarks about Zendesk, its employees, vendors, partners, or other community members will not be tolerated.
 
The most recent update from our product team remains our official response to this feature request: we understand the validity of this request however we are not prioritizing this feature at this time. We again understand that this decision may be disappointing to those who are interested in this feature.
 
If you are interested in learning more about the future of Zendesk products, please visit the  What’s New page which is updated on a monthly basis.
 
We value your feedback and business, and we look forward to our continued partnership. Thank you!

-6


We moved away from Zendesk last year, and I'm so glad we did. What a simple issue to have so much feedback from your customers on and then just completely ignore it. Some things can be termed as an "extra feature" - but this is not one of them. Having a simple area that refreshes to show new tickets is absolutely a given/standard for any ticket system. Imagine if Gmail (or....literally any email client!?) said this wasn't available but "they'd consider it as an extra feature".

2


It's crazy this is still not on the roadmap. We periodically check in on this because we'd love to switch to Zendesk, but cannot permit third party chrome plugins to do this (they've also been broken by browser or Zendesk code updates) and cannot require staff to continuously manually press the refresh button to check for new tickets.

What features has Zendesk created or improved in the past 4 years where this has not been a priority?

2


Seems so elementary.  Even Freshdesk has this ability.  Can we please make this happen! 

 

2


+1 for this

1


Pretty nuts that this hasn't been implemented in almost 4 years.  As innovative as ZenDesk has been since coming to market over 15 years ago, some core features that competitors are bringing to market are starting to make ZenDesk look stale.  

The reporting features are great but UX and speed for responses needs to be a key focus going forward.

The lack of an automatic refresh is an oversight.

2


It's not perfect, but a workaround may be using an extension for your select browser.

For me, I would search "Google Chrome Auto Refresher extension" and usually a few things come up.

-5


Hi team, there has been a while this feature is being requested. Most of the agents keep their views at sight to see if there's any update on them. Not being able to refresh it means we are forced to switch screens to check our emails or slack channels, and this is not a good agent experience. Agents should be able to manage everything from one place, and that's the direction Zendesk is going to with its Agent Workspace and other related features. Not sure this one, one of the most important ones, is not part of this effort.

Please consider prioritizing this.

3


Git-Zen Support

That's a cool extension but if that runs while a team member in the ticket, I'm assuming that'll mess with their experience.  The views themselves should be refreshing/working in the background so whether the user is using PLAY or coming in and checking the views, it should have up-to-date information within ~3 minutes.

1


We need to get away from from 3rd party apps as your main solution. They simply dont work, buggy, and not a great experience for the customer or for the agent. There has to be solution.......

1


We need that feature, I agree with everyone else… Agent needs to know when a ticket get in to allow them the full SLA time to work on it properly. Please priorize this feature as most others already do it and have been doing it for a long time.

1


image avatar

Shawna James

Community Product Feedback Specialist

Hi all, thank you for your continued engagement here. I want to confirm that we are continuing to read and monitor this post for updates and your feedback. The recent update from Salvador is most up to date for this feature request. Thank you again for sharing your feedback with us here!

-1


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