Recent searches


No recent searches

Agent Home Feedback - Agents need automatic refresh for web and email tickets



image avatar

Aaron Doane

Zendesk Luminary

Posted May 20, 2024

I got very excited for Agent Home when it mentioned that it automatically refreshed. I then realized this was only for Messaging and that the refresh functionality in Agent Home is actually less robust than simply using views.  Many organizations use tickets/emails as their primary channel, so I'm sure automatic refresh for these channels would benefit a large number or organizations. 

 

The most critical issue with Agent Home is that there is no refresh button on the Agent Home screen, requiring the agents to refresh their browser to see ticket updates. This is not a good agent experience and has turned many agents off from this. Automatic refreshing of views is something that has been asked for by many (see this post) and the most recent official comment is that these enhancements would come via Agent Home, but this does not appear to be the case thus far. 

 

I originally posted this feedback here where other comments were added in support of this feature as well. 

 

Thank you for your time and consideration!


11

6

6 comments

image avatar

Shawna James

Community Product Feedback Specialist

Hey Aaron,
 
Thank you for taking the time to provide us with your feedback, I appreciate you reposting it here for better visibility with our product team. This feedback has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

1


image avatar

Sydney Neubauer

Zendesk Luminary

+1 - automatic refresh is a must - it is like using Outlook but you had to manually refresh to see if you got a new email. In the world of AI and automation, manual action should not be needed to see if you got a message

4


+1 we're currently completing testing and our no.1 feedback is that it's unclear when and why a browser refresh is required. Tickets that appear in the agent home seems inconsistent. Examples of inconsistencies:

  • Escalation assigned to different group > ticket remained in home until refresh
  • Solved ticket removed instantly
  • Home shows newly assigned tickets after first going online
  • Home doesn't show newly assigned tickets after solving/setting a ticket to pending.

1


image avatar

Zac Garcia

Zendesk Product Manager

Hi all! Thanks for this feedback. It's clear the value that automatic refresh can bring, and we hope to deliver that soon in such a way that all updates to your tickets are delivered immediately. Ideally, you'll have this capability within the first half of 2025!

2


Glad to see this is not only an “us” issue. We made the switch yesterday and our agents immediately noticed and became frustrated at the need to refresh their screens to see their deservedly earned statistics. Looking forward to hearing of an update announcing this will be functioning. 

1


This fix cannot come soon enough. We switched to the new AI a few weeks ago and now agents are complaining that a significant part of Zendesk's value has been wiped off. When I have asked for help, the Zendesk agent has sent me to this forum. I have now asked for a monthly fee reduction or a switch back to the old AI until this refresh issue is fixed.

0


Please sign in to leave a comment.

Didn't find what you're looking for?

New post