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Bad view ticket counter



Posted Jun 22, 2023

Hello, I want to share my issue with you:

I have created some views, and when I load the views page, each view's name is displayed in the views menu along with a ticket counter indicating the number of tickets within each view. The problem I'm facing is that the counter is incorrect. Sometimes it shows 0 as the counter, but when I enter the view, I can see 4 tickets, for example. Conversely, the counter may display 4 tickets, but when I access the view, there are 0 tickets.

I have analyzed the view settings, and they are correct.

Thank you, Regards


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9 comments

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Noly Maron Unson

Zendesk Customer Care

Hi Domingo,

This may be due to the fact that the Views do not automatically refresh in Support. Without refreshing the views, the number of tickets in them may not be accurate depending on when it was last refreshed. 

There are some third-party apps that you can utilize, such as the Zendesk Auto Refresh app in the Chrome store, but those apps are not supported by Zendesk Customer Support.

Another solution is to manually click the refresh button, which causes all the views to refresh. 

Hope this helps.

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Thank you for the comment, Noly.

That manually refresh button is not working correctly because when I click on it, the counters "update," but if in a view called "View A" it shows 0 tickets, when I enter this view, I can see 3 tickets, and the manual refresh didn't do its job.

Could you offer me any other solution? It is vital that these counters work correctly.

Thank you!

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Noly Maron Unson

Zendesk Customer Care

Hi Domingo,

We may need to have this turned into a ticket for us to be able to address this issue properly. I will send an email to you to gather more information.

Thank you.

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Hi,

Even I am facing this issue with one view. I know that it has 0 tickets but due to some issue it is always showing 4. 

If any ticket is meeting the view condition then it shows 4+(number of tickets meeting view condition).

I have raised a ticket as well for this issue but haven't received any solution.

If anyone has found a solution then let me know.

Thank you!

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Brett Bowser

Zendesk Community Manager

Hey Satish, 
 
Are other agents on your account seeing this incorrect view as well? I wasn't able to track down the ticket you have open with us. Do you have a ticket # I can take a look at?
 
Let me know!

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This is an issue we have experienced for years as well. The ticket count on views appears to be inaccurate, even after refreshing the page or clicking the refresh button. 

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I have just started to notice this and the Support team asked me to clear cache. But every time the issue has resolved itself before I had a chance (I believe because the missing ticket/s have been updated by some one which has changed their eligibility). It is frustrating as I suspect this is a bug possibly linked to the number of shared groups.

It only started happening since we have started to use shared views across many groups.

 

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Experiencing this as well (counter shows more tickets than actually in the view, refreshing doesn't help).

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Hi Brett Bowser

 

Please see this example of the ticket counter issue. It shows 1 ticket is in the view each time the user refreshes, but then it will show 0 tickets once the user enters the view. Let me know if you cannot access this video and I can share it another way. Thanks!

 

Bad ticket counter video link. 


Evan Woodbury

Direct Supply

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