Automatic Refresh in Views

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投稿日時：2021年5月27日

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件のコメント

日付

新しい順

Ali Brubaker

2023年10月11日

Hi @Salvador Vazquez

Thanks for the update. Can you specify for us which use cases from this thread will be resolved with the new dashboard?

Kind regards,

公式

Salvador Vazquez

2023年10月11日

Hi all,

Thank you for your continued comments in this space and I apologize for letting this run without an update for some time. At this time we are focusing on better reporting for Views but do not have any plans to do an auto refresh in the views space. We do have some of these use cases being worked on through the new functionality in the agent home dashboard and will continue to work through the use cases in the agent home page and the views page.

I understand that this update may be frustrating to some but hope our transparency in this moment can help you better understand our product as it stands and where we are headed on this matter. Thank you again for raising these issues to us, we appreciate your time to provide us with feedback.

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Karl Maamets

2023年10月03日

The strongest department in Zendesk must be sales, cause the product itself doesn't seem to be getting that much attention, given that this is still a major problem that most other competitors have long since solved.

IVAN KATALINIC

2023年9月29日

Very basic feature, should be implemented ASAP.

Please don't let it continue sitting just as a request for many more years to come. This is better described as a bug report than a feature request.

Wayland Magee

2023年9月11日

Zendesk - Please comment on this request and provide an update on your progress on this. We need the ability for views to be auto-refreshed. This is already available in other products like Freshservice. This needs to be prioritized and become a standard feature in Zendesk.

John Polanek

2023年8月29日

We just recently enabled omnichannel routing on our account, which auto-assigns tickets to agents. Even with this, the agents need to constantly refresh the view to see the tickets they are assigned. This defeats the purpose of routing tickets. Refresh should be the default for all account levels. With a support team like ours, that does not often have a backlog of tickets, they need to refresh to see all new content. Zendesk, please make this a priority, as this is a much-needed feature for all.

Wade Kunnas

2023年8月28日

OK so we are well over 2 years in to this request and I see that it has not been added yet. With the comments about the Chrome add on not working properly I am not willing to request my company to add this Software to our accepted list of applications. When will this feature be added?