Automatic Refresh in Views
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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We are currently looking into solving use cases similar to this and looking for the best way to get agents more real time updates on high priority tickets. This solution may or may not be in Views though. There is no estimated time for a solution to this at the moment.
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It's a must have. we need it as well!
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We have similar situation with tight SLAs with specific customer(s), and we really need to views to auto refresh. Agents are following multiple windows for udpates and these are all autoupdating except Zendesk, and it is not a usable solution to go and refesh single window, but all should auto refresh.
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This feature would be super beneficial! With the latest update to Zendesk the actual refresh after responding to a ticket doesn't work consistently. I physically have to click refresh on the browser to see my own reply I just sent. It's becoming very frustrating.
Hoping some auto-refresh can be added in the near future!
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Yes to this!
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adding my vote to this
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Hello, that would be really nice indeed.
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Agreed. Our current workaround is a tab refresher extension for chrome (Tab Auto Refresh)
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Zendesk should really take a look at this.
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+1 to this. Hope we get the auto refresh soon. It would be an amazing QOL improvement to Zendesk.
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We also need this. Currently I have to have email notifications go out to the entire team everytime a new ticket comes in. Its clonky.
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Yes this! Seems like a basic out of the box function that other platforms have.
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PLEASE ADD AUTO REFRESH! :) Thank you!! Needed for quicker SLA's.
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This would be an amazing addition to the product. Please consider adding this.
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adding my vote to this
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Yes, please! This would be very helpful. As others have stated, relying on email alerts or manually refreshing the browser are not reliable alternatives to having an auto-refresh feature similar to Gmail.
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upvoting this
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It's a must have. We recently had a critical issue SLA breach and CEO level escalation due to this missing feature.
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GUYS (Zendesk) Come on now! This is not a "feature request". IT'S A BUG!
But seriously, this is a bug. You are displaying information that is wrong. It is incredibly obvious that this is a bug.
Also, this is not something that technically/programmatically cannot be done. Refreshing the non-post-back (Ajax) data in a browser is not that complicated and is done in so many applications.
It's a bug. Please address this.
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It's simply baffling that this is not an option. It's the most basic and important feature of any ticketing system.
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Sigh - yet another extremely basic feature missing in Zendesk - totally agreed this is actually a bug. How is it possible that literally every other support platform has this but it's just impossibly difficult for Zendesk to wrap its mind around?
For potential Zendesk users seeing this, here's the "missing" features we wish we were aware of before we made the decision to switch to Zendesk...sigh:
- This - can't refresh a basic screen to automatically show new tickets. Come on.
- Archaic handling of CCs on tickets...good luck trying to find any spot between "anyone can open a ticket" and "only registered users can open a ticket".
- Want to show your Zendesk support widget on a front-facing site while only allowing registered users to open a ticket? Good luck - it'll just show a server error when someone tries to open a ticket through it, which per Zendesk is "intentional".
- Can't include a doc in more than one category.
- Want to duplicate a doc? Think again...
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mws I agree with you on this views topic and widget flexibility, but some of the other pain points you called out have potential solutions or workarounds.
- Archaic handling of CCs on tickets...good luck trying to find any spot between "anyone can open a ticket" and "only registered users can open a ticket".
I'm not sure if you meant for these two items to be related, but:
- re: archaic handling of CCs was frustrating for us until the updated CCs/Followers feature came out. Now the CC finally behaves like you expect traditional email CCs to.
- re: "between anyone can open a ticket, and only registered users can open a ticket" - are you thinking something like only VIPs can open a ticket? You could potentially do something like hide the contact form and only display it if the user is part of x org, or contains x tag. Or, hide the contact form and only link to it within an article that is only visible to x user segment. With a bit of dev work you can find some creative solutions!
- Can't include a doc in more than one category.
- Want to duplicate a doc? Think again...
This would be nice too, but a workaround is to use the Content Blocks feature that came out earlier in the year. You still have to create the article in more than one place, but at least this allows you to edit content once to reflect in multiple places.
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Given that I can't imagine anyone not wanting this, and given that it's completely doable, what is Zendesk's reasoning for not having it? At least explain to us why you're choosing not to add this? Because obviously it's a choice you're making.
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It's a very basic feature. Surprised!!! Zendesk has not included this yet. Definitely need it.
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Zendesk needs to provide this with high priority. We should not have to look to Google Chrome to provide workarounds for your limitations. Come on Zendesk.
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This feature is very much needed for my Support Agents as well.
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Yes autorefresh is essential functionality to make sure we are on top of our tickets. Please prioritize this.
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Yes to it.
Without auto refresh, our tickets SLA will breach suddenly and out of control.
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+1 vote to this
Definitely need it. It's a very basic feature to be honest. -
Almost a year later and still nothing?
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