Automatic Refresh in Views
Publication le 27 mai 2021
We would like to propose an automatic refresh in the Views.
Situation: New or updated requests (tickets) are received and is not being pushed automatically to the appropriate views.
Impact: Some of our teams have very time sensitive SLAs. Each team is different, but some have 15 minute response times or less and deal with a high volume of tickets. They are currently using a lead triage model instead of the play functionality. (Play has a refresh rate of 5 minutes from the documentation which is 33% of one of our current SLAs and could still cause different Support Agents to have tickets appearing in different orders in their views.)
Current workaround: A Support Agent needs to click on each of the views to manually refresh them. This workaround is not very efficient and adds extra stress for our Support Agents.
How we would solve the problem: Add auto-refreshing capabilities similar to gmail.
Thank you for considering our request to help not only our teams but many other Support Agents.
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135 commentaire
Git-Zen Support
It's not perfect, but a workaround may be using an extension for your select browser.
For me, I would search "Google Chrome Auto Refresher extension" and usually a few things come up.
-5
Jordan Premick
Pretty nuts that this hasn't been implemented in almost 4 years. As innovative as ZenDesk has been since coming to market over 15 years ago, some core features that competitors are bringing to market are starting to make ZenDesk look stale.
The reporting features are great but UX and speed for responses needs to be a key focus going forward.
The lack of an automatic refresh is an oversight.
2
D.Fitz
+1 for this
1
Colleen Ryan
Seems so elementary. Even Freshdesk has this ability. Can we please make this happen!
2
Snoody McDoobles
It's crazy this is still not on the roadmap. We periodically check in on this because we'd love to switch to Zendesk, but cannot permit third party chrome plugins to do this (they've also been broken by browser or Zendesk code updates) and cannot require staff to continuously manually press the refresh button to check for new tickets.
What features has Zendesk created or improved in the past 4 years where this has not been a priority?
2
mws
We moved away from Zendesk last year, and I'm so glad we did. What a simple issue to have so much feedback from your customers on and then just completely ignore it. Some things can be termed as an "extra feature" - but this is not one of them. Having a simple area that refreshes to show new tickets is absolutely a given/standard for any ticket system. Imagine if Gmail (or....literally any email client!?) said this wasn't available but "they'd consider it as an extra feature".
2
Shawna James
I understand how our recent updates about this feature not being prioritized might have caused frustration because we didn't reference our guidelines in this post. Product feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps. While we listen and read every piece of feedback that comes through this forum, in some instances, our product teams need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback. This Community forum is simply for sharing your challenges and how you use the product, but it is not a case/resolution system. In this instance, the PM team is focusing their energy on better reporting for Views which needs to be prioritized at this time.
Also, per our guidelines and code of conduct, I want to remind folks that we expect all community members to adhere to respectful discourse in this space. Feedback and constructive criticism are welcome. Disparaging, harassing, mean, or snarky remarks about Zendesk, its employees, vendors, partners, or other community members will not be tolerated.
The most recent update from our product team remains our official response to this feature request: we understand the validity of this request however we are not prioritizing this feature at this time. We again understand that this decision may be disappointing to those who are interested in this feature.
If you are interested in learning more about the future of Zendesk products, please visit the What’s New page which is updated on a monthly basis.
We value your feedback and business, and we look forward to our continued partnership. Thank you!
-6
Jakub Tabaka
This feature is very needed, especially in zendesk messaging where you can only see active conversations via a support view. Neither agents not managers should be constantly refreshing the views in order to see all the active conversations!
0
Debra Garzolini
Disappointed in the latest update that Zendesk will not be adding this feature.
Has there been any reason announced for deciding to not add the feature? Is there a benefit?
0
Karl Maamets
"not planned" ...... my disappointment is immeasurable and my day is ruined.
Imagine if you had to physically refresh your gmail inbox or facebook messenger to actually know if someone wrote you something.
4
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