Auto refresh in new Zendesk

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174 Comentários

  • Yoni
    Ações de comentário Permalink

    +1 Is this still on the roadmap? It seems like it's been cut sometime in the last two years and this is no longer being updated. It would be nice if someone from ZenDesk could please provide a reply. 

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  • David DeGrandpre
    Ações de comentário Permalink

    +1 This seems like long-requested and necessary functionality. 

    1
  • GrahamPocta
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    +1. It seems that every once in a while I run into some functionality that I would like to see in Zendesk, see a SUPER old thread about it and think, "Oh, good! Somebody requested this a long time ago. Surely it has been implemented by now."

    Then I read the thread. :(

    4
  • Davidb
    Ações de comentário Permalink

    +1. Zendesk is about making our jobs more efficient. Usually it does a great job and I think "Wow, this makes my life easier". But how much time is wasted refreshing the screen? And how many customers are disappointed when we do not respond quickly as we have not seen their message? Zendesk, please listen to users!

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  • Kevin Zink
    Ações de comentário Permalink

    also want auto-refresh for tickets!

    2
  • Jo Herbert
    Ações de comentário Permalink

    +1 for this feature

    I thought it did it but it doesn't 

    1
  • ChrisMuto
    Ações de comentário Permalink

    +1. This is a major feature for us both in the browser and on the Zendesk app. We have a very small team so we need to be able to keep an eye on Zendesk while continuing with development, so it makes a huge difference for us to keep Zendesk on an ipad instead of taking up valuable dev screen space. However, having to pull to refresh every time we think about it has led to some real issues for us.

    This seems like a highly requested and (bluntly) obvious feature for a ticketing system.

    If you really have no plans on building it, please let me know so I can look up other services for us to use. We really love Zendesk; we have used it for a while, and even integrated the API into our workflow, but the inability to auto-refresh is fast becoming something that will make us have to change ticketing systems. 

    Any answer would be appreciated.

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  • Jeremy
    Ações de comentário Permalink

    +1  Please make this functionality a priority. Thanks.

    1
  • Erin Boyle
    Ações de comentário Permalink

    Hi all,

    We are about to kick off a project around this, and I've gone back and read through each of your comments and use cases. I know this has been a long time coming, we absolutely acknowledge the need, and now we just need to sort out the nitty-gritty implementation details. Oh, and then do a bunch of work!

    I've marked this as planned, but this is not going to be a simple OR quick project. That being said, I will update you as I have updates!

    Best,
    Erin

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  • Joel Hellman
    Ações de comentário Permalink

    Awesome news Erin! I just thought about this the other day, as we are implementing Zendesk for a team that deals with outages, and this be so useful for most of other teams too, in fact for any view where our ticket count is low or being monitored.

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  • Garrett
    Ações de comentário Permalink

    +1 THis is quite important to give our clients immediate responses. they are expecting us to reply as if we are chatting not waiting to review open issues later that day.

     

    Is there any plugin or addon that can address this as a work around?

     

    IN short I would like to see the updates in real time and have a desktop notification.

     

    On a different thread I see everyone (including me) waiting for push notifications in the app that notify the user of a new ticket or an update (or custom notifications based on triggers).  That is also a solution because the big issue is really notifying the agents when they have something to reply to,. That simple.

     

    ZD - any workarounds would be much appreciated.

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  • Nicole Infiesta
    Ações de comentário Permalink

    Hi Garrett,

    There is a google chrome plugin that our team uses.  Its disappointing that we need to rely on a 3rd party plug-in for a feature that should be a key component of any ticketing software (so much so that it didn't even occur to me to ask if it was when we bought).  Here's the link for the auto refresh plugin  https://chrome.google.com/webstore/detail/zendeskrefresh/fienhnlhhgmpnedllhaofmbekocecghf?hl=en

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  • Jeremy
    Ações de comentário Permalink

    For those using a 3rd party plugin to refresh your ZenDesk browser tab be aware that if you also use ZenDesk Chat the auto refresh option will log you out of Chat. With each refresh you will need to re-enable chat. At least that has been our experience and is a big reason we are awaiting the functionality to be built into ZenDesk directly.

    1
  • John Mack
    Ações de comentário Permalink

    My support group handles a million tasks and we need to automate as much as possible.  Having to manually refresh moves us in the wrong direction. 

    We were hoping to use ZenDesk to reduce email, but setting up alerts to notify us when a new ticket comes in defeats that purpose.

    Unless I can find a plug-in that works for Firefox, this may be a dealbreaker for us.

    1
  • Cassio Mosqueira
    Ações de comentário Permalink

    Just wanted to let you know that I'm not going forward with my trial because it's going to be a pain to move my small support team from Gmail to Zendesk because of the lack of auto-refresh.  

    Freshdesk is the next on my list and it looks like they've implemented it a few years ago.

      

    1
  • Jöšèph Stéphên Påšpë
    Ações de comentário Permalink

    4 years in the making and still to no avail?tsk

    1
  • Carol Fernandez
    Ações de comentário Permalink

    also want auto refresh please!

    1
  • John Mack
    Ações de comentário Permalink

    The lack of auto-refresh may be a deal breaker for my business.  We would be willing to ride it out if there was an end in sight, but with no eta I am going to start looking for other customer service applications today.

    1
  • Carla Shotwell
    Ações de comentário Permalink

    Yes we also really want this feature.  No screens appear to automatically update, even when you move between tabs.  For example, I might search for a user's email address, and see a list of their tickets.  I might solve one of those tickets in one tab, and when I return to the tab of the search results, it still shows the ticket I solved as being new or open.  I have to manually refresh or run the search again.  How was this on the roadmap 4 years ago, and then someone said its definitely not on the roadmap?

    1
  • Yoni
    Ações de comentário Permalink

     It's insulting this still says planned when it clearly isn't being worked on. 

    1
  • Peter Elkjær
    Ações de comentário Permalink

    @erin - Can we get an update please.

    0
  • Greg Johnson
    Ações de comentário Permalink

    Four year old thread, promised an update from Erin in February but nothing heard as of November.  Worried about our migration as we've only just realised that the views are never up to date!  Even with the manual refresh button, sometimes it changes from "12" tickets to "~12" tickets (when in fact it should be "0" tickets in a view!

    I see Freshdesk mentioned - we'll go have a look at that.

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  • Steven
    Ações de comentário Permalink

    With the increase of our social tickets and multiple views for multiple countries it's really annoying to keep having to refresh everything manually. This has a pretty negative impact on our reply time. Very disappointing that @erin promised an update in February and it's almost a year later now. What's going on Zendesk?

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  • David DeGrandpre
    Ações de comentário Permalink

    Agreed. A lack of updates on this, and a lack of apparent progress is quite disheartening and making it increasingly difficult to rely on Zendesk for everything we need. Combined with the inability to build custom dashboards (another long-running request), it feels like we may need to start exploring other options in order to support the growth of our support teams in an effective manner. 

    1
  • Jesper Ordrup
    Ações de comentário Permalink

    Hi Zendesk,

    We're re-re-reevaluating Zendesk. Logging in and seeing that views are not autorefreshed. That was the reason we dropped Zendesk last time.

    This post that I'm commenting on is from 2012 and theres a comment from product manager Max McCal that says:

    "Automatic refreshing of ticket views is definitely on our roadmap. I can't provide a release date at this time, but I can say it's planned."

    https://support.zendesk.com/hc/en-us/community/posts/203432496/comments/204278566

    WHAT?"! That was in 2012. To that I have a few things to say

    Product parking is bad

    Asking for feedback and feature requests and not really doing much with the result for 4 years is worse. It feels like a waste of time and the purpose can only be that you want ppl to hang around while pretending to listen to their needs. 

    It typically happens like this: 

    You start a chat with a friendly supporter. They say that x feature is not there and helpful suggest a workaround and refer to a feature request and suggest for an upvote. 

    The idea here is of cause to be helpful. AND Its also a way to close the deal because for a minute I believe that while this is a missing feature - its on its way and I can buy the product knowing that they listen.

    And that is not fair because they dont listen and its not on its way.

    Last time I saw so slow responses to features was in Podio world. We left that too..

     

     

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  • Carla Shotwell
    Ações de comentário Permalink

    There are a few areas of ZenDesk that you would expect to refresh, which do not.  The ticket views is a very obvious important one.  But I have noticed when I search for a particular customer, let's say by email, and then it shows a list of tickets for that customer, if I solve some of those tickets, and then click back to that tab, I have to physically refresh the page for it to show me that the status of those tickets has changed.  Also, when working in a queue, there seems to be a significant lag for a recently solved ticket to disappear from a view that is only unassigned, new or open tickets.  So I am constantly clicking into what appears in the view to be a new unassigned ticket, and once I click into it, it shows me its been solved.  Very annoying and time consuming.  

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  • Gwenaël DUNAND
    Ações de comentário Permalink

    I'm a developer for a software company and I have to say Auto-refresh should be there. As already said, helpdesk is here to save time, manually refreshing is so wrong. Really guys, I don't know what's planned right now, but auto-refresh should be on top of your development list...

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  • Sven De Bie
    Ações de comentário Permalink

    What is the current ETA of auto-refreshing? We are paying for an enterprise account, but no one can tell us what the ETA is for this feature which is some kind of roadmap for over 4 years now!

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  • Mayra Pacheco
    Ações de comentário Permalink

    Hey @Sven,

    Check out the first official post on this thread; it contains an update from yesterday. We're currently actively working on it. I'll be sure to reach out to you to join our beta.

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  • Heather R
    Ações de comentário Permalink

    Thank you for working on this! We're very happy that Zendesk is working on this crucial feature. Just thought I'd encourage you, because I know there are several hundred requests out there that you have to prioritize. This is a great pick!

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