Remove 30-Day Client Reply Restriction on Supervisor Rules in Zoho Desk

Remove 30-Day Client Reply Restriction on Supervisor Rules in Zoho Desk

Dear Zoho Desk Team,

I hope you're doing well.

Currently, Supervisor Rules in Zoho Desk run once every hour but only apply to tickets that have received a customer response within the past 30 days.


This restriction creates challenges for us, as we have tickets that are older than 30 days since the last customer response, and we need the Supervisor Rules to work on them regardless of how much time has passed since the last reply.

Additionally, it seems that the first email sent by a customer to open a ticket is not considered a customer response for this calculation. This means that if a customer opens a ticket, we respond, and they do not reply, the Supervisor Rules will not apply to such tickets.


We kindly request the following enhancements:

  1. Remove the 30-day restriction for Supervisor Rules to allow them to run on tickets, regardless of the time elapsed since the last customer response.
  2. Include the initial customer email (used to open a ticket) in the calculation as a valid customer response.

These changes would provide greater flexibility and ensure that all tickets, regardless of their age or response status, can be effectively managed using Supervisor Rules.

Thank you for considering this enhancement, and we look forward to your feedback.

Best regards,
Ram


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