Automatic Refresh in Views
已于 2021年5月27日 发布
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 条评论
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Salvador Vazquez
-10
Zac Carpenter
4 years later and this still isn't implemented, even though Zendesk has implemented an entirely new agent dashboard. This is an extremely basic feature in most (practically all) ticketing systems. No update for years on the post either. Zendesk really dropping the ball with this one.
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Alex de Lannee
Been using Zendesk for many years now and everytime I am embaressed to tell new people Zendesk does not auto refresh and that is the reason they did not get any new tickets or updates. Users even used it as an excuse to not get any work done….
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Jessica Kaiser
Zendesk! It's 2025. Auto-refresh is still very much needed. COME ON. Add it all ready. Help us be better support agents to our clients.
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Jakub Tabaka
Dear Zendesk,
Is there anything on the horizon? This feature is in high demand!
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Jens Rother
Not good. The OId Dashboard with playbutton was really nice. Now in Views there is only a refresh in 5 min.
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Carolina Sola
this post is from 2021, we are in 2025 and you still don't have it? Freshdesk has had it since at least 2015
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Jakub Tabaka
+100 too, we need this feature - when we watch the floor - monitor messages and calls live, we use it , we created an “on-going” conversations view, and we need it to auto refresh to reflect a true state every time!
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Mattias Malré
+100 on this. Can't believe it's not already a feature three years later. It's a basic feature.
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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!
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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.
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