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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


6 users like this idea.
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Hello @Ram Freedman, 
- The 30 days limit cannot be lifted at the moment, however, for cases exceeding this 30 days criteria we can use the schedules feature to trigger an action. I shall forward your feedback to our product team to look into the feasibility of removing the restriction.
- The last email reply from the customer, along with the initial email received from the customer, will be considered for the 30-day criterion. If you’ve encountered any issues, kindly share the sample case number with support@zohodesk.com so that they can investigate the matter further. 

Regards,
Ajith | Zoho Desk

  • 1 month ago

Ajith,

We have the same need to run supervise rules regardless of when or if the customer replied without needing to create custom functions for all scenarios.

Thanks,
Tom

Noted, Tom. I’ve raised a request to our product team to evaluate the feasibility of lifting this restriction. In the meantime, please make use of the schedules feature. 


Regards,
Ajith | Zoho Desk

Hi

 

Thank you for your response.

Using the schedules feature and writing all the logic in a Deluge script feels like an overly complicated approach to achieve our goal.

Our objective is straightforward: to send reminders to clients to respond to their ticket after we’ve replied, regardless of how long it has been since the ticket was opened or their previous reply.

Here’s the process we envision:

  • First Reminder: Sent 24 hours after the agent replies to the ticket.
  • Second Reminder: Sent 72 hours after the agent replies to the ticket.
  • Ticket Closure: Automatically close the ticket 120 hours after the agent replies.

These reminders should only be triggered while the ticket status is set to "Awaiting Customer Reply." If the client responds, the ticket is closed, or the status changes for any reason, the reminders should stop.

Ideally, we’d prefer these reminders to be sent directly from the ticket itself. Currently, when using Supervisor Rules, the emails are sent outside the ticket context. This results in a new ticket being created if the client replies, rather than appending their response to the existing ticket.

Removing the 30-Day Client Reply Restriction on Supervisor Rules will make this process so much easier.

We appreciate your consideration of this and look forward to your thoughts.

Best regards,
Ram


Hi

,

We completely understand how this process could have been more straightforward. Our product team will take another look at the technical challenges involved, and we’ll make sure to update this post with any new developments.

Regards,
Shivani | Zoho Desk


  • 13 days ago

30 days restriction is limiting us as well. In some cases, we need to follow up tickets after 30 days. We can't run a supervisor (time) rule to open a ticket on a specific date further away.

Thanks for your upvotes,

! This is in progress, but we don't have an immediate timeline yet.

Regards,
Shivani | Zoho Desk

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