While my company and I are new to Zoho, I am not a stranger to researching issues but I stumbled across an issue that I can’t seem to solve or find an answer to. 

Scenario:

I created two new Status’ called ‘Awaiting Customer’ and ‘On Hold’...I set them up using Zoho’s on-line documentation: https://www.zoho.com/support/help/request-status-management.html

I then opened a ticket under my account in Zoho – sent an email to simulate requesting info and set the ticket to ‘Awaiting Customer’ as I would normally do in our existing ticketing system when I’m just waiting for what should be a short period of time (say within 7 days). Everything in ‘My Tickets’ is correct (one ticket that was just created) and the Status is correct

The issue occurs when I reply to the email from registered email, the ‘My Tickets’ section in Zoho doesn’t change but my Home screen now shows two instances of the ticket shown in the ‘Pending Ticket’ section and one ticket in the ‘Pending Ticket for you’ sections of my Home screen ...clicking the ‘Pending Ticket for you’ brings me back to ‘My Tickets’ where I see only my original ticket #114, however when I click on the ‘Pending Ticket’ it shows the ‘Open Ticket’ section with two tickets – my original (114) still assigned to me with the ‘Awaiting Customer’ status and then a new instance of the that same ticket (114) now as ‘Unassigned’ and status as ‘Open’. If I open the original it’s as I left it...if I open the new instance of 114 the ticket appears as desired with the original data and the response I sent.

The question is how can this behavior be of multiple instances of a ticket be stopped? I can see many issues when my company finally brings Zoho online and our customers begin to reply…sometimes in multiple successions as they have forgotten to include a piece of data or need ask another question.

Dennis