Auto refresh in new Zendesk

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174 Comentários

  • Mayra Pacheco
    Ações de comentário Permalink

    Thanks Heather. It's definitely a critical piece of functionality that is missing. We're close to having a beta version available and everyone on this thread will be the first to hear about it. 

    I'll sleep easier at night as soon as everyone has trust in our view counts on Zendesk Support.

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  • Russ
    Ações de comentário Permalink

    I can't believe we just installed / bought this and auto-refresh for even ticket queues isn't there. Sorry but "we're close to having a beta" doesn't fill me with confidence, when the first post on here about this critical piece of missing functionality is dated from 2012.  Looks like I'll be cancelling the order, getting a refund, and moving to "any other helpdesk platform in existence", because I have never seen any - even the really cheap ones - without this feature!  What an unbelievable oversight.

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  • Jonathan March
    Ações de comentário Permalink

    Hey Russ, having been using ZD for 4+ years and handled tens of thousands of tickets with it, I would encourage you to look at the whole picture and not make this an isolated litmus test. Yes, we would have liked it earlier, but to get in the habit of clicking a "refresh" icon from time to time really has not been a terrible burden.

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  • Russ
    Ações de comentário Permalink

    Hi Jonathan.  But when the various ticket queue screens are large LCDs on the wall in a call centre environment ... we need to employ somebody who's job it is to run round in a circle hitting F5 every 30 seconds?  Our customer service team don't sit there staring at the screen, they only will action a ticket when it pops up on the screen.

    Can you imagine if this was your Email client - you had to refresh manually to see new emails?  Or your mobile phone - no text messages unless you manually checked?

    It is a shame.  It's great apart from that.  But it's a huge omission, one that makes it a deal breaker for us.  It makes it completely unusable for our purposes unfortunately.  I know there are work arounds (third party plugins, have it send an email, etc) but it's just ridiculous that it's not there I'm afraid.

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  • Jonathan March
    Ações de comentário Permalink

    Thanks for explaining your environment, Russ. Makes sense :(

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  • Nicole Infiesta
    Ações de comentário Permalink

    Hey Russ -- we too were unpleasantly surprised that this didn't exist when we signed on (it was such a core functionality to any helpdesk software that I didn't even think to ask), but my team's been using the chrome extension for auto refresh and that seems to be working pretty well.

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  • Mayra Pacheco
    Ações de comentário Permalink

    Russ, the ticket view itself may not be the best thing to put on a big wall since it's not optimized for seeing from far away. We have many companies that have real-time dashboards on their wall. They use our APIs to get metrics that are important to them, like ticket counts. Check out this customer's post. He connected to different tools via the Zendesk API and left reviews about each of them: https://support.zendesk.com/hc/en-us/community/posts/207016188-Operational-Dashboards-How-do-you-monitor-your-Zendesk-real-time- Sounds like he got each one running in under an hour.

    With that said, that solves the use case for having the counts on a wall. We're working quickly to get a beta to solve the main use case of agents needing updated view counts automatically.

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  • Mengxin Wang
    Ações de comentário Permalink

    Hello, Do we have any updates on this feature? 

    It is actually unconfortable to refresh manually every 2min when you have more than 5mails coming each 1min.

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  • Tom Rockwell
    Ações de comentário Permalink

    Is there any update on this?

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  • Joelle Quinn
    Ações de comentário Permalink

    +1

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  • Mayra Pacheco
    Ações de comentário Permalink

    Hi Everyone,

    This feature is definitely still planned. We've been working on capacity testing and improving the real time infrastructure to ensure this critical feature is reliable. I know the wait feels long, but we want to move forward with a trustworthy system that scales well and that takes a bit of time to optimize and get just right. I'll post in here once we have a beta available. Thank you for reminding us how important this is and for waiting while we get this out to you.

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  • Sam Booth
    Ações de comentário Permalink

    Still waiting. only 5 years passed so far. Very agile. Also, will this be a £1,000,000 add-on?

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  • Mayra Pacheco
    Ações de comentário Permalink

    Hi Sam,

    This functionality for views will be part of all plans. We definitely understand that it's a standard feature. Hope that alleviates some concerns there.

    We have a few customers on a closed beta, but are working with our ops and infrastructure teams to test and tweak the backend solution so it can scale and support the rate of view changes of all of our customers. We know it's feeling slow so apologies for that.  I'll reach out to you once we can add more members to the beta.

    Thanks,

    Mayra 

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  • Jonathan March
    Ações de comentário Permalink

    @Oren, nobody has said it's been in the works for 5 years. If you look at the thread history, the previous PM (Erin) wrote in Feb 2016 that work would start soon; there was evidently then a delay when Erin left. Her replacement Mayra wrote in Jan 2017 that work had started. You might think it's trivial to implement but autorefresh will certainly have an impact on overall system resourcing, and depending on how the system was originally written (which neither you nor I have any insight into), could require significant re-architecting. And yes, while the feature will be very nice to have, it clearly has not been the highest priority, which I think most ZD users would agree with. ZD, like any software dev team, must always juggle too many competing priorities. So while I sympathize with your impatience, there's no need to be insulting, and certainly not to misrepresent the thread history.

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  • Andrew J
    Ações de comentário Permalink

    Oh, does it not update automatically? :-P

    200K tickets... havent noticed yet.  Only time I refresh is when I edit or add a new macro or view.

     

     

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  • Nicole - Community Manager
    Ações de comentário Permalink

    Hey all - 

    I've added this to the (increasingly long) list of questions I'm taking to the product teams to get updates on. I'm making no promises, but hopefully will be able to let you know where they're at with this soon. Thanks for your patience!

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  • Jesper Ordrup
    Ações de comentário Permalink

    Som dates and thoughts

    Just revisited this because I received a notification about topic being updated. When logging in I was taken to start of discussion. That was in 2012. Thats 5 years ago. 

    Fast forward to January 26, 2017 

    Here we get an official statement from Mayra Pacheco 
     
    Hello everyone,

    I know you've been waiting for updates to this important feature request. Our team has been working on building the underlying infrastructure to deliver tickets to views in real-time so we can have this auto-refresh functionality. This backend work is nearly complete.  I've read through all your use cases but have a few, specific questions. To answer some questions we have about this feature, please fill out this survey. I'll be reaching out to some of you who fill out the survey to get some initial feedback.

    I'll continue to post updates to this forum post as we get closer to a beta.

    Thats 9 month ago! Wow.

    Fast forward to yesterday

    Hey all - 

    I've added this to the (increasingly long) list of questions I'm taking to the product teams to get updates on. I'm making no promises, but hopefully will be able to let you know where they're at with this soon. Thanks for your patience!

     

    Conclusions 

    There is something fundamental wrong here. Yes - theres a beta somewhere I've heard .. but current status is we dont have it. Only the continuous friendly communication about "what do you want - we care - soon - dont know - we'll ask the product team - patience please". 

     

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  • Nicole - Community Manager
    Ações de comentário Permalink

    Hey Jesper - 

    I'm sorry, I know that this has been a frustrating experience. Communication in the Product Feedback topic has been sub-par for some time, and you're not wrong in your observations. I just took over moderating Product Feedback in August, and have implemented several processes to improve things, one of which is the aforementioned list that I'm taking to the product teams to get updates on so that I can report back. 

    We do greatly value our customers' feedback, and something we haven't been great about is communicating when something has been delayed or isn't going to be built. Sometimes, developments - like this one - are put on a roadmap, taken off, and then put back on again. There are many reasons roadmaps change. Sometimes something turns out to be more complicated or have further reaching impacts than initially predicted, sometimes development resources have to be redirected to something more urgent, on occasion we have some other development we have to wait on first before one can be done because of the infrastructure involved.

    I don't know the story behind this particular development, but I'll keep you updated as I learn more. 

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  • Dan Rodriguez
    Ações de comentário Permalink

    Eagerly awaiting to hear back on realistic timing for this feature.


    Thanks Nicole.

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  • Aaron Schweitzer
    Ações de comentário Permalink

    Any update here?

    Would be good to have some idea of a timetable for release or even just an update on the Beta. Has it been successful?  will you be expanding it?

    Where does this fit in the Zendesk product roadmap?

     

     

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  • Steven
    Ações de comentário Permalink

    This lack of communication/updates/roadmap is indeed shocking for a product with this price tag. Lost faith in this promise a long time ago already. For a company that is focussed on customer experience it is truly mind baffling that they treat their own customers like this.

     

    @Jesper Intercom looks very promising (especially their roadmap and clear communication towards the customer) and we are seriously considering switching in 2018. With the increasing focus on live chat and triggers, Intercom also gives Zendesk Chat a run for it's money.

    To stay on topic; can we expect this feature to be released in Q1 2018? Our pool of agents is growing exponentially and the current situation is unworkable and prevents us from passing certain SLA's on busy days.

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  • Nicole - Community Manager
    Ações de comentário Permalink

    Hey Steven - 

    Thanks for your feedback. We are working on improving the communications in the product feedback forum, and recognize that it's been frustrating and in many ways continues to be frustrating even as we work on it.

    In the past there wasn't much infrastructure or process for communications between the Community Team (which sits on the support side of our company in one office) and the Product Teams, which are spread across several offices and have an entirely separate structure. We're working to change that, but it's a big cultural shift internally and is taking some time to hammer out how we get information from them in order to communicate it back out to you. But we're striving for improvement. 

    The good news is that this functionality development is in process and continues to be worked on. During the initial closed beta, some problems were identified that required some support from engineering. Those issues are currently getting hashed out, and we don't have any info on how long that is expected to take. So, I wouldn't expect a full rollout in Q1, but the conversation in this thread has been heard and is being acted on. We will keep you updated when we have something new to report! 

     

     

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  • Brandon Stubbs
    Ações de comentário Permalink

    Hi

     

    I wrote the Third Party extension for this in 2013. I then left this on the store as I really thought this was something that zendesk would tackle.

    I stumbled across it to see that there is still actively ~1000 users / week. So I decided to read some of the requests from all of you. I am happy to give you a newer version that gives you more control. Please do not hesitate to post new idea/feature requests on the extension in the store.

     

    You can find the latest version on the store here:

    https://chrome.google.com/webstore/detail/zendesk-auto-refresh/fienhnlhhgmpnedllhaofmbekocecghf 

     

    Please can you upvote this post so that others can see this clearly when coming across this almost 6 year thread! :)

     

    Kind Regards,

    Brandon

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  • Heather R
    Ações de comentário Permalink

    @Brandon,
    Thank You SO MUCH!!!

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