Auto-Refresh of Main Ticket Window
Evgeny and Shane,
The summary of updates for the current list which you are viewing ("All Tickets" in the case of the below image) will be displayed on top in the ticket list view - indicated by the top red arrow
The existing tickets under this view which has updates will have a refresh icon next to it - indicated by the bottom red arrow
Both of these updates, if present, will be displayed automatically. When you click on this summary, the list will be refreshed immediately to reflect the new changes.
Hope this helps.
Janani,
Whilst I can confirm the above does indeed occur (sometimes with a little delay) it is not really what users are looking for.
Users are looking for the complete ticket list to update automatically, so if you have a view for all open calls coming in, agents pick them up and other calls being logged the list automatically updates.
The current implementation where you have to click the reload button negates the Auto-refresh aspect.
What i have done is implemented a page/tab auto reload browser plug-ins/add-ons as an compliment to Freshdesk's approach of status updates to the main ticket page. I currently have the main ticket page open on a separate window auto-reloading every 5 minutes or any interval that I want to set (high/low volume time frames).
Indeed. Actually refreshing should be triggered by any update action, in real time, and also highlight new changes made by any other that´s not the current agent (requester, agent, automations...).
Agreed. We're looking for real time updates on the ticket view in particular without having to click anything to refresh the page.
Seems this is still not implemented, the thread is looking for an auto refresh in ticket view. Any clue to when it will be as per what this thread is actually looking for?
I also have a request to have the dashboard counters automatically updated so we can install a management screen in our support department showing how many tickets have not been assigned yet and have not had their first response.
This nice feature does not work for me anymore since yesterday. Have you an idea to fix? Browser: Firefox last version, no changes were made. Thanks.
This has stopped working for me and not having this feature is very inconvenient.. Is there any previous report on this suddenly stopped working (it used to be fine). I am using Chrome ver. 47.0.2526.111 m. Or is it not a quick fix on my side? I am so desperate to get it back.
The auto refresh has stopped working for us as well! Is this something that is being looked at / a known issue?
Even for us auto refresh is no longer available. We consider that feature as fundamental even if we are a little support team - the risk, especially with quickly expiring SLA, is to miss an important ticket due to ordinary workflow.
https://chrome.google.com/webstore/detail/easy-auto-refresh/aabcgdmkeabbnleenpncegpcngjpnjkc?hl=en
It's a free Chrome extension and you can set the interval for refresh
Now I have one tab open all the time in Chrome with the New and Open queue displayed and refreshed automatically
Where does this stand? I would be happy with an in-app refresh button at the very least, rather than F5 or clicking on the 'Tickets' tab. In fact, I would really like to see both an auto-refresh running in the background and a manual refresh ability.
+12Hello Folks,
There are multiple use-cases discussed here and majority of them focusses mainly on refreshing the page automatically to avoid multiple agents working on the same ticket simultaneously.
With this in mind, we've 3 powerful features that provides the updated information to the agent about the ticket and also avoids collision of replies.
The features are :
- Auto-refresh of the ticket page
- Traffic Cop
- Agent collision
You can find more information about these features here . The auto-refresh is available across plans whereas the traffic cop and agent collision are plan specific.
Cheers!
It would be much more helpful and convenient if the ticket page actually refreshed when an update was detected (instead of prompting the user with a refresh button). Is this in the works?
Agreed! This is a must. Chrome notifications would be nice as well. We have a very low volume of tickets that come in 1 per hour so we're not constantly refreshing the page. Would be great if Freshdesk could auto refresh the ticket list and ticket view.
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