Automatic Refresh in Views

We have reached the end of our rope with this and are seriously exploring FreshDesk and HelpScout. It's just unbelievable that simple basic features like this aren't even being considered. Scratch that...these aren't even features - this is literally a bug.

It has been years but still no solution.

The workaround for this is to use 3rd party app (like "Lovely views" app on Zendesk Market Place) or Chrome extension (like Zendesk Auto Refresh). The former also reloads the view instantly when a ticket in that view is updated by other agent.

But the whole point is that we shouldn't have to use a 3rd party app or extension do perform a basic task like auto refresh that virtually all if not ALL other systems have

ITS BEEN LONG ENOUGH!!!!!!!!!!!!!!!!!!!!!! FIX IT!!!!!!!!!!!!!!!!

it is a must to auto refresh or else it impacts the SLA 

I keep seeing updates on this thread but I don't see any action being taken. @zendesk42 are you taking this thread seriously? Seems like a lot of frustrated customers. +1

I want to add to this request for our Team. 

This is a need especially if you are using omni-routing to route your email tickets. New emails don't auto assign immediately unless agent refreshes

Hi everyone!
Thanks for your passionate feedback around auto-refresh for Views. We’re still reading and taking it all in, and apologize for the length of time between updates. Based on the above, I’m picking up the following:

• Auto-refresh is needed to support efficient turnaround on tickets, especially in high-volume contact centers. Further, SLAs can be very quick in some cases - sometimes as low as 15 minutes - and agents must be able to work within them.
• Because the majority of work is executed from Views, auto-refresh is needed for the Views experience
• In some cases, external systems are being used to monitor for new tickets, including Outlook or Slack integration. In other cases, Chrome extensions are being used to auto-refresh the page.
• This is especially important to customers who are using Omnichannel Routing

This being said, we’re building an experience to help agents get real-time visibility into their work. We’d love to get your feedback on where we’re headed. If you’re up for a conversation, please fill out this form and we’ll look forward to connecting with you! We’ll keep it open for the next 3 weeks, so please respond as soon as you can!

Automatic Refresh Feedback Form

I have no idea what to respond here. With all due respect, Zac, you're "picking up on the following"? 

This thread has been open for 2 years, and there's others similar/older to it. 

Zendesk is not the only support platform by far, and an automatic refresh is absolutely a given in any other support platform out there.

For us, this response is too little, too late. We're finalizing our move to HelpScout next week. 

We connected many email addresses, we use omnichannel routing and all tickets created through emails are assigned automatically to the available agents, but without any notifications. They have to refresh their views to see them, which is not time efficient, it causes delays in support replies.

We tested the following Chrome extension and it seems to be working as expected:
https://chrome.google.com/webstore/detail/zendesk-refresher/kbnadckimgmhcchlnoddmihobfmloocp/related

Well, the day has finally come. I'm so excited to share that we're finally off of Zendesk. Moved to Helpscout earlier this month and it's been such a breath of fresh air. The point here isn't to promote HS, though.

Our whole support team is so glad we don't have to deal with the following issues any more (and, is very regretful we didn't make this change sooner) :

- This issue: The ticket views not automatically refreshing (seriously, how is this acceptable? It's 2023) No, a browser extension isn't an acceptable answer. 

- Insane struggles with browser performance and autocorrect not working. 

- Horrible/painful handling of CCs in tickets where multiple emails need to be Ccd in.

- Thoughtless handling of primary/secondary/multiple emails for a single contact. Basically, you can't give a contact multiple emails, you have to create a separate contact for each email they'd like to be notified at. Ridiculous.

In the years we've been with Zendesk, no new features have been added; and if anything, features have been "broken"/degraded. Zendesk is the most basic solution for ticket management, and cares not one bit about listening to their users. I hope to see even more solutions recognize this, listen to what their users need, and build more alternatives that make sense instead of using Zendesk. 

I've been waiting for this day to be able to unsubscribe to this thread. Best of luck to all of you, and hope you find an alternative that works for you.

This extension is currently working as of today 

https://chrome.google.com/webstore/detail/zendesk-refresher/kbnadckimgmhcchlnoddmihobfmloocp

@daniel33

This one is maintained by me. There are some reports of it not working for some users, but I'm not sure why.

Please let me know if it ever stops working for you, and I'll create a fix.

Thank you Will, much appreciated!! 

Any updates on this as it does affect the way zendesk is used. We did expect this to be a standard feature integrated however we have been using a chrome extension which now does not seem to work and is affecting workloads and SLAs for the team. One of the reasons why we joined zendesk was the auto refresh

Extremely keen for View auto refresh to be implemented ASAP

Adding my vote to this

Yes this would be helpful.. add my vote

Can't believe that such a needed and easy feature takes you more than 2 years to consider.

Are we able to get an update on this? It seems to be a must-have for many clients. 

Thank you!

OK so we are well over 2 years in to this request and I see that it has not been added yet. With the comments about the Chrome add on not working properly I am not willing to request my company to add this Software to our accepted list of applications. When will this feature be added?

We just recently enabled omnichannel routing on our account, which auto-assigns tickets to agents. Even with this, the agents need to constantly refresh the view to see the tickets they are assigned. This defeats the purpose of routing tickets. Refresh should be the default for all account levels. With a support team like ours, that does not often have a backlog of tickets, they need to refresh to see all new content. Zendesk, please make this a priority, as this is a much-needed feature for all. 

Zendesk - Please comment on this request and provide an update on your progress on this.  We need the ability for views to be auto-refreshed.  This is already available in other products like Freshservice.  This needs to be prioritized and become a standard feature in Zendesk.