Assistance Needed: Ticket Status Not Updating and Sorting by Last Customer Reply in Zoho Desk
Hello,
I’m facing two issues in Zoho Desk that I’d like your guidance on:
Ticket Status Not Updating: When a customer replies to a ticket, the status does not change to Reopened. Instead, it remains in Waiting on Customer, even after the customer’s response is received.
Ticket Sorting Order: In the ticket view, sorting is based on the ticket creation time rather than the time of the last customer reply. This causes recently updated tickets to remain lower in the list, making it harder for agents to notice and respond promptly.
Could you please advise on possible settings or customization options to address these issues?
Thank you.
Topic Participants
Dat Essawary
Shivani | Zoho Desk
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