NEW RESPONSE CLOSED TICKETS NOTIFICATIONS PROBLEM!!!!

NEW RESPONSE CLOSED TICKETS NOTIFICATIONS PROBLEM!!!!

Dear All,

We have a big problem with Zohodesk.

As you know, when a ticket is closed, the customers can continue to reply to the same ticket via the same email chain.

To be able to be aware of this situation, we have a Workflow rule to notify our agents about the replies in the "closed tickets".

In the past, it was working well. But, suddenly, we have noticed that in some of the tickets, this rule does not work.

Here are the screenshots of the rules:






Here are the notifications from the system:



Here is the email from Zohodesk:




In this way, we can follow the tickets if our customers reply to the same closed ticket.

We have noticed that in some tickets, during the conversation, the emails return to the "Private" type. Please see the below. When it turns to "Private", we do not have any notification from the "closed tickets".



We have supported by Zohodesk and they said that you need to activate the "Private Thread" in the workflow. Okay, no problem, we have activated it. But then, suddenly, in some tickets, the notification never stopped!!!!!????

The conversation area turned to a "TRASH" because of the notifications and we have got a lot of emails from the system!



Immediately, we unclicked the "Private Thread". Only the incoming responses were selected!!

We need immediate support from your side!!

Here are my questions:

Why does the conversation return to "Private" suddenly? What is going on?

Also, why when we activated the "Private Thread" notifications, it never stops???

Thank you for your help!!!




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