New Tickets not automatically showing up in my queue (Have to refresh)
Answered
Posted Feb 09, 2024
When I first started using Zendesk, my queue would auto refresh and show when a new ticket came in. Now, I have to refresh my screen every couple min to make sure I'm not missing new tickets.
Also, I use to be able to change my status of a ticket (example: from "new" to "on hold") and it would close out the ticket. Now, I have to psychically close the ticket myself.
Any ideas on what changed? It gets old having to refresh my queue and I keep missing when a ticket comes in.
Thanks,
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4 comments
Brandon Tidd
Calling out here that anytime you engage in a ticket and revert back to the views they do automatically refresh. It is only when you're stagnated on a page that the ticket views do not refresh (live channels withstanding).
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Stephan Marzi
It really makes sense not to change an overview every second, but I would also agree that there should be again an automated refresh after a short period of time.
Regards,
Stephan
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Brett Bowser
Thanks for jumping in here Jill Bragg and sharing the relevant feedback post :)
Erica Judd I think Jill is on the right track here and most likely there's a trigger in your account that is auto-solving your on hold tickets. I would recommend taking a look at the ticket events as mentioned here: Viewing all events for ticket updates
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Jill Bragg
Hey Erica!!
This is a Zendesk limitation (see related post here). It's been a pain point for us, so we're tracking it too. You may want to click "follow" on that post since it looks like that's where they'll give more updates about it.
I haven't run into any issues with statuses though. Is there another admin that may have changed a trigger that was making an "on hold" ticket close out? That seems like some custom logic that was built in.
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