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!!!



      • Sticky Posts

      • Webinar 2: Supercharged customer support for growing business

        Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service
      • Customize Colors of your Customer Self Service Portal

        You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green
      • Edit and Delete options in Comments

        A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important
      • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

        In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
      • Announcing the New and Improved Article Editor

        KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it.  We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!