Automatic Refresh in Views

66 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. 

  • Jason Shepard

    Someone tell them to “refresh” their own ticket screen so they see the last years worth of requests for this function.

    5
  • Andreas Prehn Christensen

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

    4
  • 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!

    4
  • John Polanek

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

    4
  • jim

    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.

    4
  • Prakash Sati

    It's a very basic feature. Surprised!!! Zendesk has not included this yet. Definitely need it.

    4
  • Todd Dover

    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.

    4
  • Kristin Arcurio

    This feature is very much needed for my Support Agents as well.

    4
  • Joe Baer

    Yes autorefresh is essential functionality to make sure we are on top of our tickets. Please prioritize this.

    4
  • jim

    CLEARLY Zendesk is ignoring us.  Please upvote this comment.

    4
  • 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.

    3
  • Dani

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

    3
  • Eduard Martínez

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

    3
  • Ben Wright

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

    3
  • 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.

    3
  • Fala Chen

    Yes to it.

    Without auto refresh, our tickets SLA will breach suddenly and out of control.

    3
  • Jason Shepard

    Almost a year later and still nothing? 

    3
  • ML

    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.  

    3
  • Benjamin Gonzales Jr

    This feature is critical for time sensitive environment.

    3
  • Prakash Sati

    +1 Vote, its a must have feature

    3
  • Shane Edwards -

    I just migrated back off of Zendesk last week and this is one of the key reasons.  Vote with your feet, a +1 here won't get you anywhere.

    3
  • mws

    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.....

    3
  • Mele Bryant

    Yes to this!

    2
  • ibrahim Aqqad

    adding my vote to this 

    2
  • Angelweb SAS

    Hello, that would be really nice indeed.

    2
  • GUSTAVO FREIRE LOPES

    Zendesk should really take a look at this.

    2
  • Prem Shankar

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

    2
  • mws

    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...
    2
  • Jeff Franchi

    Given that I can't imagine anyone not wanting this, and given that it's completely doable, what is Zendesk's reasoning for not having it? At least explain to us why you're choosing not to add this? Because obviously it's a choice you're making.

    2

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