When a ticket is modified or created, the ticket overview should refresh or at least warn the agent about this update. This prevents the need to manually refresh the page to see if any new tickets have arrived and improved the time a ticket can be picked up by a pending agent.
If you are working in a team of first-liners, when a ticket is 'picked' it should be removed from the view of another agent.
Freshdesk gives a notification if the list needs updating. Surely this could be applied to Freshservice easily? It's not as good as actually updating the list but it would help.
We've just moved from Freshdesk to Freshservice and we really miss this feature.
+2This is a feature that's needed badly. For a system like this to not have it as I've discovered today is a big negative.
I've been using spiceworks and it has that basic refresh feature. Why can't freshservice have that?
We receive hundreds of emails everyday and depending on just email notification is not enough.
Having a webpage of my tickets open and when i'm assigned a ticket it should automatically show.
Please make this a priority
This is absolutely needed!
Many others have this such feature as Zendesk, Spiceworks, ManageEngine and even Freshdesk. This should have been implemented years ago!!!
We really miss this feature indeed. there are moments we "overrule" each other because 1 person didn't refresh. As we have FreshService open in a separate screen, its really annoying to refresh it manually.
We have already asked Freshservice for this feature and here's their answer:
(They call it Traffic Cop)
Auto-Ticket refresh feature is part of Freshdesk tool and we're working on to bring it to Freshservice.
We are working on a code merge from Freshdesk to Freshservice that will bring in this feature. But not sure about the timeline.
+2Seriously how long does this take. It's a very important feature!!! Using an Chrome autorefesh plugin is just a micky mouse solution to a bigger problem with a product used by enterprise.
There has to be some priority to this.
Our helpdesk team now just a Chrome or Firefox add-in to refresh the page, so they can monitor what is going on.
Not to the best solution though...
Is there any update on this? I told my manager this was on the Freshservice roadmap a few months ago and he has just asked for an update.
This is a very important feature for the normal everyday use of Freshservice.
Please add this feature. Auto update is key to effectively supporting staff and customer in real time!
We would really appreciate this functionality, is there a time frame on when this will be implemented?
Wondered if it could be coded into the admin area anywhere for a faster resolution?
Not ideal - when new ticket is the only ticket you can send to individual agents.
I'm shocked as this refresh functionality cant be a lot of development.
Can anyone from Freshservice respond this to Discussion to update us all.
This is a great feature and it has been requested for over two years.
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