Hello ZOHO Community,

we are using ZOHO Desk to process automated monitoring alerts.

Scenario:

• Our monitoring system creates a ticket when a threshold is exceeded, e.g.
  Subject: Computer 1 – CPU usage 100% – Error

• A few minutes later, once the issue resolves automatically, another email arrives and creates a second ticket:
  Subject: Computer 1 – CPU usage 100% – Resolved

At this point, no manual action is required anymore. What we need is fully automated handling:

• The original “Error” ticket must be automatically closed when the corresponding “Resolved” notification is received

• The “Resolved” ticket must also be automatically closed (or immediately marked as resolved)

We would like to reduce our manual ticket work.

Has anyone implemented a reliable solution for this in ZOHO Desk or can share best practices?

Many thanks and best regards
Niels