New Tickets not automatically showing up in my queue (Have to refresh) | The place for Zendesk users to come together and share
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Erica13
February 9, 2024
Solved

New Tickets not automatically showing up in my queue (Have to refresh)

  • February 9, 2024
  • 5 replies
  • 91 views

When I first started using Zendesk, my queue would auto refresh and show when a new ticket came in. Now, I have to refresh my screen every couple min to make sure I'm not missing new tickets.

Also, I use to be able to change my status of a ticket (example: from "new" to "on hold") and it would close out the ticket. Now, I have to psychically close the ticket myself.

Any ideas on what changed? It gets old having to refresh my queue and I keep missing when a ticket comes in.

Thanks,

    This topic has been closed for replies.
    Best answer by Brett Bowser

    Hey everyone, 

    I’m happy to share that views will now automatically refresh in 1-minute intervals. This should remove the need to manually refresh or click into another view for updates to show. Check out our announcement here: Announcing automatically-refreshing views
     

    5 replies

    Jill11
    Jill11
    February 13, 2024

    Hey Erica!!

    This is a Zendesk limitation (see related post here). It's been a pain point for us, so we're tracking it too. You may want to click "follow" on that post since it looks like that's where they'll give more updates about it.

    I haven't run into any issues with statuses though. Is there another admin that may have changed a trigger that was making an "on hold" ticket close out? That seems like some custom logic that was built in.

      Brett Bowser
      Brett BowserCommunity Manager
      Community Manager
      February 13, 2024

      Thanks for jumping in here @jill11 and sharing the relevant feedback post :) 

      @erica13 I think Jill is on the right track here and most likely there's a trigger in your account that is auto-solving your on hold tickets. I would recommend taking a look at the ticket events as mentioned here: Viewing all events for ticket updates

      Stephan12
      Stephan12
      February 14, 2024

      It really makes sense not to change an overview every second, but I would also agree that there should be again an automated refresh after a short period of time.

      Regards, 

      Stephan

      Brandon Tidd
      Brandon Tidd
      User Group Leader
      February 15, 2024

      Calling out here that anytime you engage in a ticket and revert back to the views they do automatically refresh.  It is only when you're stagnated on a page that the ticket views do not refresh (live channels withstanding).

      Brandon Tidd, Zendesk Guru
      Brett Bowser
      Brett BowserCommunity ManagerAnswer
      Community Manager
      August 12, 2026

      Hey everyone, 

      I’m happy to share that views will now automatically refresh in 1-minute intervals. This should remove the need to manually refresh or click into another view for updates to show. Check out our announcement here: Announcing automatically-refreshing views
       

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