I am currently configuring our zoho desk to be able to close tickets when a ticket was already on hold for 7 days.
Our Business hours is set to monday - fridays 9am to 6pm
So far, what i was able to do was i created a time based action on rules where the criteria is:
If the status of the ticket is waiting for feedback (on hold) AND
hours since ON HOLD is greater than 168 hours (7 days)
it should set the ticket status to CLOSED.
However, this seems to not work unfortunately.
For example, from Jan 2-6, 2023 our business hours is set to monday - fridays 9am to 6pm
i created a test ticket was put on hold on Jan 4, 2023 at 4:45PM
expectation was the should be closed on Jan 13, 2022 5 or 6pm (not including sat and sun)
however this seems to not work as the ticket was still not closed on Jan 13 onwards.
Any ideas on what i am doing wrong or what i can improve on?
Thank you in advance