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Automatic Refresh in Views
2021년 5월 27일에 게시됨
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.
165
댓글 137개
Aaron Doane
For those who use Omnichannel routing, this new feature helps replace the need for an automatic refresh.
https://support.zendesk.com/hc/en-us/articles/7957587511834-Announcing-the-ability-to-auto-open-email-tickets-assigned-by-omnichannel-routing
When this is turned on, newly assigned tickets will open in a new tab within agent workspace.
Knowing how many folks have left comments on this thread, I thought I would drop this tip here, in case it helps anyone!
0
April Sanchez
Yes please! It's been a couple years now, surprised there's no movement on this. This is basic functionality that other ticketing systems have not sure why Zendesk hasn't implemented this yet.
3
Braam Raubenheimer
We definitely need this feature! It would give more people the ability to integrate live chat with Zendesk.
2
Claudia Bisconti
Basic feature, we really need it as well, should be prioritized within any online based company in 2024 :(
3
Danny Chrismas
Freshdesk had this feature 10 years ago. How is this not implemented yet or even a planned addition?
4
Jacob C.
I'm leaving this thread. It seems this function is not a priority for Zendesk. We've had to move away from this product.
5
Ron Thomas
+1 except add it to the whole site. If I create a ticket I expect to be able to search for it right away as well. I cannot do this as the site does not have auto-refresh which is standard on every single website that you can input information to. It is a basic function and not a feature. Please add.
3
Shawna James
-1
Marc Lafortune
We need that feature, I agree with everyone else… Agent needs to know when a ticket get in to allow them the full SLA time to work on it properly. Please priorize this feature as most others already do it and have been doing it for a long time.
1
Marc Rawlins
We need to get away from from 3rd party apps as your main solution. They simply dont work, buggy, and not a great experience for the customer or for the agent. There has to be solution.......
1
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