Automatic Refresh in Views

Not planned

113 Comments

  • mws

    Well, the day has finally come. I'm so excited to share that we're finally off of Zendesk. Moved to Helpscout earlier this month and it's been such a breath of fresh air. The point here isn't to promote HS, though.

    Our whole support team is so glad we don't have to deal with the following issues any more (and, is very regretful we didn't make this change sooner) :

     

    - This issue: The ticket views not automatically refreshing (seriously, how is this acceptable? It's 2023) No, a browser extension isn't an acceptable answer. 

    - Insane struggles with browser performance and autocorrect not working. 

    - Horrible/painful handling of CCs in tickets where multiple emails need to be Ccd in.

    - Thoughtless handling of primary/secondary/multiple emails for a single contact. Basically, you can't give a contact multiple emails, you have to create a separate contact for each email they'd like to be notified at. Ridiculous.

    In the years we've been with Zendesk, no new features have been added; and if anything, features have been "broken"/degraded. Zendesk is the most basic solution for ticket management, and cares not one bit about listening to their users. I hope to see even more solutions recognize this, listen to what their users need, and build more alternatives that make sense instead of using Zendesk. 

     

    I've been waiting for this day to be able to unsubscribe to this thread. Best of luck to all of you, and hope you find an alternative that works for you.

    2
  • Daniel H

    This extension is currently working as of today 

     

    https://chrome.google.com/webstore/detail/zendesk-refresher/kbnadckimgmhcchlnoddmihobfmloocp

    1
  • Will Martin

    Daniel H

    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
  • Daniel H

    Thank you Will, much appreciated!! 

    0
  • Anam Zarif

    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
  • Neil Robb

    Extremely keen for View auto refresh to be implemented ASAP

    0
  • illation Zendesk Team

    Adding my vote to this

    1
  • Marc Rawlins

    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
  • Rebecca Weifenbach

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

    Thank you!

    2
  • Wade Kunnas

    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
  • John Polanek

    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
  • Wayland Magee

    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
  • IVAN KATALINIC

    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
  • Karl Maamets

    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.

    2
  • Ali Brubaker

    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
  • Karl Maamets

    "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.

    3
  • Keith Warno

    This is a no-brainer.

    The word "View" itself implies that users are there VIEWING the data -- and this data is about tickets that are in a state of rapid flux (assuming the Support team is quick and efficient and clients are attentive, as in our case).  Right now if my team wants to know when a ticket changes in the instant it happens, we have to set up notifications via Slack -- and in our views that we stare at for the bulk of the day -- we have to MANUALLY refresh?  In 2023?  It's shocking that autofresh is absent.

    My team is actually moving away from ZenDesk after more than a decade with it, for a multitude of reasons primarily to align with the solution that other products in the organization are using.  It's been mostly a pleasant experience and I regret that we won't ever see a solution to this autofresh deficiency.  Cheers.

    3
  • Debra Garzolini

    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
  • Jakub Tabaka

    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
  • 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!
    -2
  • mws

    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
  • Snoody McDoobles

    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?

    1

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