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Automatic Refresh in Views
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.
153
132 comments
Ron Thomas
+1 except add it to the whole site. If I create a ticket I expect to be able to search for it right away as well. I cannot do this as the site does not have auto-refresh which is standard on every single website that you can input information to. It is a basic function and not a feature. Please add.
2
Jacob C.
I'm leaving this thread. It seems this function is not a priority for Zendesk. We've had to move away from this product.
3
Danny Chrismas
Freshdesk had this feature 10 years ago. How is this not implemented yet or even a planned addition?
3
Claudia Bisconti
Basic feature, we really need it as well, should be prioritized within any online based company in 2024 :(
2
Braam Raubenheimer
We definitely need this feature! It would give more people the ability to integrate live chat with Zendesk.
1
April Sanchez
Yes please! It's been a couple years now, surprised there's no movement on this. This is basic functionality that other ticketing systems have not sure why Zendesk hasn't implemented this yet.
2
Aaron Doane
For those who use Omnichannel routing, this new feature helps replace the need for an automatic refresh.
https://support.zendesk.com/hc/en-us/articles/7957587511834-Announcing-the-ability-to-auto-open-email-tickets-assigned-by-omnichannel-routing
When this is turned on, newly assigned tickets will open in a new tab within agent workspace.
Knowing how many folks have left comments on this thread, I thought I would drop this tip here, in case it helps anyone!
0
Mattias Malré
+100 on this. Can't believe it's not already a feature three years later. It's a basic feature.
2
Jakub Tabaka
+100 too, we need this feature - when we watch the floor - monitor messages and calls live, we use it , we created an “on-going” conversations view, and we need it to auto refresh to reflect a true state every time!
2
Carolina Sola
this post is from 2021, we are in 2025 and you still don't have it? Freshdesk has had it since at least 2015
1
Jens Rother
Not good. The OId Dashboard with playbutton was really nice. Now in Views there is only a refresh in 5 min.
1
Jakub Tabaka
Dear Zendesk,
Is there anything on the horizon? This feature is in high demand!
0