Automatic Refresh in Views
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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Official comment
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.
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It's a must have. we need it as well!
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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!
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Zendesk needs to provide this with high priority. We should not have to look to Google Chrome to provide workarounds for your limitations. Come on Zendesk.
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Yes autorefresh is essential functionality to make sure we are on top of our tickets. Please prioritize this.
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+1 vote to this
Definitely need it. It's a very basic feature to be honest. -
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.
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This would be an amazing addition to the product. Please consider adding this.
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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.
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It's a very basic feature. Surprised!!! Zendesk has not included this yet. Definitely need it.
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This feature is very much needed for my Support Agents as well.
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Someone tell them to “refresh” their own ticket screen so they see the last years worth of requests for this function.
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Agreed. Our current workaround is a tab refresher extension for chrome (Tab Auto Refresh)
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+1 to this. Hope we get the auto refresh soon. It would be an amazing QOL improvement to Zendesk.
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It's simply baffling that this is not an option. It's the most basic and important feature of any ticketing system.
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Yes to it.
Without auto refresh, our tickets SLA will breach suddenly and out of control.
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Almost a year later and still nothing?
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CLEARLY Zendesk is ignoring us. Please upvote this comment.
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Agreed on the above! Something has changed in the last two months because in addition to needing to refresh for new tickets, there's some type of caching happening where if you click into a ticket, you won't always see new replies/activity. You'd think for a ticketing system, this would be the most basic/important functionality.....
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This is still an issue for us as it has been for many years. Why hasn't this been implemented yet?
We have had to rely on the auto-refresh third-party Chrome extension to provide what should be native functionality. This has side effects though that can cause erratic behaviour in the browser.
The tickets also stopped auto-refreshing along with the views in the last few months and now requires a browser refresh "F5" (this is even without the third-party auto-refresh extension installed or any other extensions for that matter).That is a lot of manual work from support staff to make sure we don't miss tickets.
We should not have to be installing 3rd party extensions, constantly clearing cookies and cached data and refreshing the browser, just to achieve what should be a base level of functionality.
We are on an enterprise license and deal with a high volume of tickets and can't afford to be relying on manual refreshes to keep on top of tickets, that is what a ticketing system is for!
Please provide a recent update on the progress of this issue as the last communication from the ZenDesk development team was almost a YEAR ago from Salvador Vazquez on October 6th 2021.
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Salvador Vazquez Are there any updates on this issue? The last update was nearly a year ago, to say there's no plans for this. This is the #10 most upvoted feature without a decision made about it.
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Adding my vote "yes" for this. you mention "This solution may or may not be in Views though. There is no estimated time for a solution to this at the moment. "
i would imagine others here are in agreement when i say it MUST be in 'views'. Not to say it cant apply to other things but it must apply to Views. and regarding the time frame in which this gets done, you've been getting requests for this since May 2021. And its still no implemented. Many of us are well aware of project time lines and i think most would agree, a function as simple and as standard as an auto refresh, shouldn't take this long to implement. Especially considering virtually every other ticket system has auto refresh. -
Yes to this!
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adding my vote to this
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Hello, that would be really nice indeed.
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It's a must have. We recently had a critical issue SLA breach and CEO level escalation due to this missing feature.
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We have new users transitioning to Zendesk who did not see new tickets due to this shortcoming. We also have strict SLAs. Having to refresh or change views is not a solution for what should have been a basic feature included with the product.
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This feature is critical for time sensitive environment.
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+1 Vote, its a must have feature
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We are new to this product in our organization but having an auto-refresh seems like a basic necessity that is just bizarre to not be included. Think of it like email, would you second guess that Microsoft Outlook wouldn't be showing you email when it arrives? A ticketing system should work in a similar manner and your dashboard should actively update at least every 30 seconds or so. As a technician I'm usually involved in other projects and so I glance at my email or tickets to see if anything new has arrived. If I have to manually intervene then I am going to miss out on replying to a lot of potentially critical issues. Just offering some hopefully helpful criticism as everything else seems just right and many of us are wanting Zendesk to be the best.
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