So many things have fallen through the cracks because of the way Zoho handles tickets.    I open a ticket and whether or not the issue is answered immediately or if Zoho has followup questions or requests a meeting, the ticket is closed as soon as they look at it.   I have to look through over 400 tickets to see which ones have really been resolved or ones that are awaiting my response and it's hard because they are all closed.

Here is how we handle this at our support desk:   We close the tickets only when the issue has been resolved per the customer.   If we have follow-up, we email the customer and the status of the ticket automatically changes to "waiting on answer from customer".  When they respond, the status of the ticket automatically changes to "Customer has Responded" alerting us that it's our turn to have a look.    This method allows both customer and support agent to keep on top of their unresolved ticket.      Having the customer sift through closed tickets to find their unresolved ones is super not a good customer friendly experience.

How do others handle this?