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Key takeaways
Sidebar counts refresh up to 4x faster, even on accounts with hundreds of views.
Your busiest views open in under a second, and large views that used to fail now load.
It's live in every Teamwork Desk account, with nothing to turn on.
If your support team juggles dozens of custom views or handles a high volume of tickets, those views now load up to 4x faster. We've rebuilt how custom views work in Teamwork Desk, and the improvements are already live in your account. You don't need to lift a finger.
Here's what changed, why it matters, and what you'll actually notice day to day.
What's faster now?
Four things, and they all add up to less waiting and more doing:
Sidebar counts refresh up to 4x faster. The ticket counts next to every custom view now update in a fraction of the time, even on accounts with hundreds of views.
Your busiest views open in under a second. Views holding thousands of tickets used to take several seconds to appear. Now they're near instant.
Views that used to fail now load. Some very large custom views simply couldn't open before. Now they open reliably, every time.
Returning to a view is quicker. If nothing's changed since your last visit, Desk reuses what it already loaded, so you're straight back into the queue.
That's the whole story if you're skimming. Below is a bit more on why these specific things were slowing teams down.
Why did some custom views feel slow in the first place?
Because every count and every view was being rebuilt from scratch, over and over, no matter how big your account was.
On a small Desk setup, you'd never notice. But support teams don't stay small. As ticket volume climbs and agents create more views to slice the queue the way they think, the work Desk had to do behind the scenes grew with it. A team with 300 custom views was asking the system to recalculate 300 counts, constantly. The bigger and busier you got, the more that showed up as lag.
The fix was to stop doing unnecessary work. Counts now update far more efficiently, and Desk is smarter about reusing what it already has instead of reloading everything.
Who benefits most from this?
High-volume teams and anyone who lives in a lot of custom views. If that's you, this is the update that gives you time back.
Think about a support lead who filters tickets by priority, product area, SLA status and assigned pod. That's a wall of custom views in the sidebar, each with its own count. Multiply that across a full team and you've got a lot of numbers that need to stay accurate without slowing anyone down. This is exactly the setup that used to feel sluggish, and exactly where you'll feel the difference now.
Smaller teams get the benefit too. You just won't have to notice it, which is rather the point.
How much time does this actually save?
The headline numbers are up to 4x faster sidebar counts and busiest views opening in under a second, down from several. On their own, those sound like small wins. A couple of seconds here, a couple there.
But support work is repetitive by nature. An agent opens a view, works a ticket, jumps to another view, comes back. Do that a few hundred times a day across a team and the seconds stack into real minutes. Minutes that were being spent watching a screen load instead of replying to a customer. Faster views mean your team's attention stays on the work that moves tickets, not on the wait between clicks.
And the views that used to fail outright? Those weren't a few seconds of friction. They were a full stop. Now they load, which means no more workarounds, no more rebuilding a broken view into three smaller ones just to get it to open.
Do I need to turn anything on?
No. These improvements are already live across every Teamwork Desk account. There's no setting to flip, no migration, no admin task waiting in a queue.
Open Desk, head to your busiest custom view, and you should feel it immediately. If you've ever had a large view that wouldn't load, give it another go now.
Faster views, fewer workarounds
Support teams shouldn't have to wait on their own tools. The faster your views load, the less time sits between a customer's question and your team's answer. That's the whole reason we rebuilt this: to get the software out of the way so your people can get on with the job.
Speed in Desk is part of a bigger picture. When your team actually wants to work in a tool, the data stays clean and the numbers you report on stay real. That's what makes everything downstream, from resourcing to margin, something you can trust.
Want to see what connected, fast delivery looks like across your whole business? Explore Teamwork.com and put it to work for your team.
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