Getting frustrated with Zoho Desk. It seems like every couple of months we'll find out (via a complaint) that Desk isn't sending out notification emails to agents. We will have not changed anything and they'll just quit. Support will typically try to help and they'll start working again but this keeps happening.

1) I'm wondering if anyone else is experiencing this?

2) Is there something I can be doing better to keep this from happening?

Most recent example:

Received a call in complaint because the user's email ticket was not responded to for over an hour.

I have a simple workflow with the following parameters:

An email came into that department and created a ticket. The subject line is "SBC ........."

When I look at the tickets History, I see the following:

That's it. When things are working correctly there would be an additional entry saying the workflow was triggered and the engineer emailed.

Any input would be appreciated.