Ticket tabs not updated after computer resumes from sleep

3 Comments

  • Amy Lee
    Zendesk Product Manager

    Hi Simon, 

    Do you mind sharing with us your browser information? Also, would be great if you can share a recording on this so we can take a closer look. Thank you!

    0
  • Simon Jackson

    I'm using the latest version of Edge (i.e. Edge Chromium).

    I'm not sure what value a recording will make. There's nothing to see! I'm sure it's not unique to my setup, so try having a ticket open in the ZenDesk agent portal, then close your laptop (long enough for it to 'sleep'). Using a different device, send an update to that ticket (as if you're the customer, not an agent). Wake-up the original device and the ticket will remain unchanged... which can be disastrous for the agent. You literally have no choice but to make note of the ticket number, close that ticket tab and then search for the ticket number to re-open it. Appalling UX!

    0
  • Simon Jackson

    Here's a typical example - not that this screenshot will really help - showing a ticket that I KNOW has an update (it's pinged on my phone with the app), yet the browser doesn't show it. Why? Because my laptop lid was closed last night, the laptop went to sleep and on resuming Zendesk doesn't check in with the servers for ticket updates.

    [x]

    If I close the ticket tab and re-open it (by searching for the ticket number), I get this:

    [x]

    So, I've decided not to post the images as it's not clear if this post is public or not. If it's public, I don't want my client email addresses etc to be visible. Needless to say, this problem exists and requires fixing. Other web apps cope with the laptop going offline, so this is a software issue with Zendesk, not my configuration or usage scenario.

    0

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