Ideas

Hi,

 

Customer would like to have auto refresh in ticket center. Currently, they have to click refresh button manually to see new tickets.

 

Cheers,

Note that if you use the Save & Exit button on a ticket, the list will auto-refresh and you will see the updates as you are redirected back to the ticket Center tab.

If it were to automatically refresh without clicking Save & Exit, how often should it refresh?

How about using the existent field in the Group configuration Refresh Table Every(Mins)?

Hi Daniel,

 

Good suggestion.... Hope CA consider auto-refresh based on "Refresh table" field.

Please use Save & Exit for now as it will improve things greatly for you. We will look at this idea as in a future review meeting.

Hi Richard,

 

Your suggestion only works for existing tickets. However, for new ticket, we are not aware at all until we click on refresh button.

 

Cheers,

Not entirely - if you update any ticket and hit save and exit it will force Ticket Center to refresh. If there are new tickets that exist they will now show up in Ticket Center.

 

I still agree that an auto refresh should be available, I just want to make sure you are aware of the benefits of Save & Exit.

Hi Richard,

 

We have two agents (agent a and agent b), both are member of support group a.

 

1. Agent a create a new incident.

2. Agent a click on save and exit. The newly created ticket will show in agent a's ticket center

3. However, agent b are not aware at all there is newly created new incident until agent b click on refresh button.

 

I hope my above steps, clarifies what I'm trying to achieve by posting this idea.

You are correct. If agent B is not working on tickets and sitting at their ticket center queue they will not see any updates.

 

My suggestion is that if all agents use Save & Exit after they complete editing tickets, their ticket center will be refreshed without the need to hit the refresh button. And the impact of not having auto-refresh is greatly reduced.

 

I still agree we need auto-refresh, I just want to encourage your team to use the existing functionality that is a work around available today.

This is something similar I am looking for the the Change Calendar

 

We have a dashboard that we want the Agents to use and monitor
daily changes. I can put up the calendar with daily or weekly changes. If any
change is added (does not have to be an emergency change) it must auto refresh
on the large dashboard screen in the service area. Many of our agents would not
be aware of changes for our customers. This way by having the calendar up on
the screen, it will be like ‘in your face’ thingy. Will really like it to auto
refresh. Will be a big bonus to us.

I think I managed to resolve my calendar Issue by using the AutoRefresh extension in Google Chrome. I am testing it now and fingers crossed this will work for me.

That worked for me...Try and see it it will help you with the Ticket view. The extension is availabe for free in the Google app store

It does refresh the ticket view, however, if you have anything open, like a ticket or CI, in that page it will be gone when it refreshes because it refreshes the whole page.

 

So, it can be used as a workaround for monitoring the queue in a second browser tab.

Daniel, that is good to know. Thank you for sharing.

This idea was reviewed during the monthly product management meeting.  This will improve Analysts' productivity and overall usability.  We see value in this idea and want to consider it for the product backlog but at this time cannot commit to it. We will definitely evaluate this for the upcoming release, stay tuned!

Nice!!!

Great Idea - I vote YES!

Thanks for the voting

That is good idea and should have auto refresh as agents cannot be aware new upcoming tickets that assigned to them.

Thanks Rose for the voting.

We keep getting this request to enable Auto Refresh. This is a good idea.

 

We have very low response time SLA threshold with some of our clients and this is would be really helpful to the agents.

Any updates on this idea? Are we going to see this implemented in the next release or any ETA on this?

We are currently working on a proof of concept for this. The key concern we have on this is performance of the system. If everyone is refreshing their Ticket Center queue every say 1 minute, it will negatively impact the system and users. So we are working on some cool functionality to meet the need and not impact performance.

 

More to come in a future release post Dragonfly.

Brief update on this. We are continuing to look at this. We are exploring more of a push notification concept rather than a polling mechanism as that should perform much better.

Great Idea! Certainly this functionality will help analysts (HelpDesk)


------------------------------
Ana Novello / Analyst
Infoglobo
Rio de Janeiro
------------------------------

Original Message:
Sent: 03-14-2016 10:48
From: Richard Graves
Subject: Auto Refresh in Ticket Center

Brief update on this. We are continuing to look at this. We are exploring more of a push notification concept rather than a polling mechanism as that should perform much better.

Great Idea! Certainly this functionality will help analysts (HelpDesk)


------------------------------
Ana Novello / Analyst
Infoglobo
Rio de Janeiro
------------------------------

Original Message:
Sent: 03-14-2016 10:48
From: Richard Graves
Subject: Auto Refresh in Ticket Center

Brief update on this. We are continuing to look at this. We are exploring more of a push notification concept rather than a polling mechanism as that should perform much better.

Anything that will stop our Analysts from missing new tickets or updated status changes on our tickets is a good way forward in my book.
Fellow CSM community members, please vote this up to give this some traction.  Thanks.

------------------------------
Steven Cotterell
Operations Consultant
Anana Ltd
BRISTOL
+44(0)7964 900153
------------------------------

Original Message:
Sent: 03-14-2016 10:48
From: Richard Graves
Subject: Auto Refresh in Ticket Center

Brief update on this. We are continuing to look at this. We are exploring more of a push notification concept rather than a polling mechanism as that should perform much better.

I know I'm a little late to the party but as @Steven Cotterell said more voices probably makes it more visible :)

I liked the idea of push notifications which I think @Richard Graves mentioned was hopefully on the way for the mobile app, but since the majority of our analysts still prefer the browser interface it would be nice to see it on both sides.​​

------------------------------
David Shears
------------------------------

Original Message:
Sent: 10-19-2017 06:17
From: Steven Cotterell
Subject: Auto Refresh in Ticket Center

Anything that will stop our Analysts from missing new tickets or updated status changes on our tickets is a good way forward in my book.
Fellow CSM community members, please vote this up to give this some traction.  Thanks.

------------------------------
Steven Cotterell
Operations Consultant
Anana Ltd
BRISTOL
+44(0)7964 900153

Original Message:
Sent: 03-14-2016 10:48
From: Richard Graves
Subject: Auto Refresh in Ticket Center

Brief update on this. We are continuing to look at this. We are exploring more of a push notification concept rather than a polling mechanism as that should perform much better.

We have a different use case for auto refresh. We keep a view up for unassigned tickets so we can see when there is a new ticket in queue. We get around it by using chrome to auto refresh the browser tab but that is very inconvenient.

------------------------------
Andrew Raia
Business Applications Manager
Moran Towing
New Canaan
------------------------------

Original Message:
Sent: 11-15-2017 04:00
From: David Shears
Subject: Auto Refresh in Ticket Center

I know I'm a little late to the party but as @Steven Cotterell said more voices probably makes it more visible :)

I liked the idea of push notifications which I think @Richard Graves mentioned was hopefully on the way for the mobile app, but since the majority of our analysts still prefer the browser interface it would be nice to see it on both sides.​​

------------------------------
David Shears

Original Message:
Sent: 10-19-2017 06:17
From: Steven Cotterell
Subject: Auto Refresh in Ticket Center

Anything that will stop our Analysts from missing new tickets or updated status changes on our tickets is a good way forward in my book.
Fellow CSM community members, please vote this up to give this some traction.  Thanks.

------------------------------
Steven Cotterell
Operations Consultant
Anana Ltd
BRISTOL
+44(0)7964 900153

Original Message:
Sent: 03-14-2016 10:48
From: Richard Graves
Subject: Auto Refresh in Ticket Center

Brief update on this. We are continuing to look at this. We are exploring more of a push notification concept rather than a polling mechanism as that should perform much better.

Like the others that have noted above having Ticket Center open and the page auto-refresh thus show new tickets that arrive would be extremely useful. Being able to control the time that it refreshes would be great as well.  For us 15 minutes would be just fine. Others may want it shorter or longer depending on their needs.

------------------------------
Brette Doyle
I.T. Director
St. Mary's Academy
------------------------------

Original Message:
Sent: 09-09-2014 04:25
From: Halim Liauw
Subject: Auto Refresh in Ticket Center

Hi,

 

Customer would like to have auto refresh in ticket center. Currently, they have to click refresh button manually to see new tickets.

 

Cheers,