Remove 30-Day Client Reply Restriction on Supervisor Rules in Zoho Desk

Remove 30-Day Client Reply Restriction on Supervisor Rules in Zoho Desk

Dear Zoho Desk Team,

I hope you're doing well.

Currently, Supervisor Rules in Zoho Desk run once every hour but only apply to tickets that have received a customer response within the past 30 days.


This restriction creates challenges for us, as we have tickets that are older than 30 days since the last customer response, and we need the Supervisor Rules to work on them regardless of how much time has passed since the last reply.

Additionally, it seems that the first email sent by a customer to open a ticket is not considered a customer response for this calculation. This means that if a customer opens a ticket, we respond, and they do not reply, the Supervisor Rules will not apply to such tickets.


We kindly request the following enhancements:

  1. Remove the 30-day restriction for Supervisor Rules to allow them to run on tickets, regardless of the time elapsed since the last customer response.
  2. Include the initial customer email (used to open a ticket) in the calculation as a valid customer response.

These changes would provide greater flexibility and ensure that all tickets, regardless of their age or response status, can be effectively managed using Supervisor Rules.

Thank you for considering this enhancement, and we look forward to your feedback.

Best regards,
Ram


    • Sticky Posts

    • Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

      Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

    • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

      Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

    • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

      Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

    • Zoho Desk Cheat Sheet For The Year-End

      Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

    • Deprecation of older versions of ASAP Mobile SDK | Zoho Desk

      Hello, everyone.    Greetings from Zoho Desk ASAP!   In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions

    • Recent Topics

    • Zoho One - White Label

      Releasing a white-label feature for Zoho One, or any software or service, can offer several advantages and benefits for both the company providing the software (Zoho in this case) and its users. Here are some key reasons for releasing a white-label feature

    • Missing parameters in request, any way i can figure out what parameters i need to add?

      const url = "https://people.zoho.com/people/api/forms/json/P_Task/insertRecord"; const inputData = { "Status": "Open", "Description": "Task to set up and configure Zoho Mail on desktop application.", "CreatedTime": "01-Jan-2025 10:30 AM", "Due_Date":

    • Remove the [## XXXX ###] from subject replies

      For our organisation we would like to have the [## XXXX ###] removed from subject replies. Cheers, Jurgen 365VitaalWerken

    • Unlocking New Horizons: A Year in Review

      As we bid farewell to 2024, let's celebrate and revisit the key highlights of the year. From adding a new edition to cross-platform enhancements, here’s a roundup of all the feature updates designed to simplify accounting, optimize financial management,

    • Address Grabber function for Zoho

      I converted from ACT to Zoho. With ACT, I used an add-on called AddressGrabber to scrape the contact information from leads that I buy and contact information contained on emails and websites and directly add it as a new lead or contact. Does anyone know

    • Change eMail Template for Event-Invitations

      Hello ZOHO-CRM Team How I can change the eMail Template for Event-Invitations? I work with the German Version of the Free Version. I know how I can modify eMail alerts or Signature Templates, but where I can other eMails modify you send out? Thank you for your answer. Regards, Juerg

    • Can you modify "Last Activity Time" in deluge? If so what's the field name?

      I need to perform some bulk modifications on records in the Leads module, but I need to avoid changing the "last activity time" or "date modified" because I am using those fields to filter and sort leads for follow-up action. I cannot find an answer anywhere

    • Running Total % in Pivot with filters

      Hi there, I have seen a few posts on this topic, but i cant seem to find one that will work when applyig filters to the data. I have Rows and Data in a pivot view I want to show the running total of revenue as a % of the total for the data set. If i add

    • Included in Zoho One?

      Will LandingPage eventually be included in Zoho One?

    • Calendar - "pop up" locations

      One of the attractive features of google calendar and outlook calendar is that locations for events will start to automatically populate the location drop down menu as you type. Adding this feature to zoho calendar would be the final feature i need.

    • Reports - custom layout - duplicate report

      Do you also have this problem and what is the possible solution? I duplicate a report that has a "custom layout". Unfortunately the custom layout is not duplicated. To be improved for a future release by Zoho. I export the custom layout and import it...

    • Select CRM Custom Module in Zoho Creator

      I have a custom module added in Zoho CRM that I would like to link in Zoho creator.  When I add the Zoho CRM field it does not show the new module.  Is this possible?  Do i need to change something in CRM to make it accesible in Creator?

    • GROUPING OF CUSTOMER

      SIR PLEASE ADD GROUPING OF CUSTOMER IN ZOHO BOOKS

    • Zoho LandingPage is integrated with Zoho One!

      Greetings to the Zoho One users out there! We're delighted to let you know that Zoho LandingPage is available in Zoho One too! With Zoho LandingPage, you can host custom-made landing pages, and persuade the visitors to dive deeper by making further clicks,

    • LinkedIn verification link and otp not receiving

      For the last 2 to 3 weeks I'm trying to verify my LinkedIn account to access my company's LinkedIn page, Linkedin is sending verification links and codes to this email address but I have not received any codes or links. Please help me here. Looking forward

    • 2024 Wrap: Rediscover these features and enhancements in Zoho CRM

      Hello everyone! I wish all of you a joyful and prosperous 2025! As we welcome 2025, I’m excited to share a recap of the year 2024 and highlight some of the coolest new features and enhancements we’ve added to the Zoho CRM platform. Last year, we announced

    • Allow "add new" option to picklists and multiselection fields from add or edit pages

      Hello zoho, please insert an add option (ie +)sign) to pick and multiselect fields so we can add new options while entering or editing records. For example. in my lead module, while adding a new record, I realized I had a new lead source. I went to my

    • A quicker way to provide accountants access to Zoho Books, similar to Xero and Quickbooks

      Hey guys, I'm finding the procedure to give access to an external accountant to Zoho Books less than ideal. Having to create an account by Zoho instead of myself, and then wait for it to be given a license to then pass to the accountant seems a bit time

    • "Mark as Spam" not working as expected

      Dear support, in the below scenario, clicking on "Mark as spam" identifies only the first of the checked emails as spam, removes that email from the visible list and leaves the rest of the list still visible & unchecked. I've tried check-marking them

    • This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

      Hello, Just signed up to ZOHO on a friend's recommendation. Got the TXT part (verified my domain), but whenever I try to add ANY user, I get the error: This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details I have emailed as well and writing here as well because when I searched, I saw many people faced the same issue and instead of email, they got a faster response here. My domain is: raisingreaderspk . com Hope this can be resolved.  Thank you

    • Self Client Authorization Issue

      Hi. Trying to test the api integration for Zoho Desk with the Self Client - Client Credintials flow method. I've created the self client, obtained the client id and secret, inputted "Desk.tickets.ALL" as my scope, and "ZohoDesk.[My Zoho Desk Org ID]"

    • If I turn off the Task Prefix & ID in the Portal Configuration section, will it remove the dependencies in my projects?

      Hi all, basically the title, I am new to zoho projects and trying to get my head around some basic principles. Unfortunately I have not found this information via the search option and after deleting yesterday some Phases I had created in the Phases tab,

    • This mobile number has been marked spam. Please contact support.

      Hi Support, Can you tell me why number was marked as spam. I have having difficult to add my number as you keep requesting i must use it. My number is +63....163 Or is Zoho company excluding Philippines from their services?

    • Accordion in tabs to create FAQs, etc.

      Accordion elements do not seem to be able to be placed in the tabs. It would be useful to be able to do this. Thank you.

    • Update Candidate Status Through Workflow in Blueprint

      Hi Team,  We have a blueprint built out with custom functions that update particular fields based on candidate actions. When particular fields are updated we need to move the candidate forward in the blueprint. We tried to do this through a workflow,

    • Zoho Canned respond do have a huge lag issue.

      Previously the Zoho canned respond works perfectly ... on once server update and all the Canned respond enconter huge lag... in the end cause most of the canned respond just shown code with /xxx and not the sentence....

    • Pay Contractor Timesheets

      I have contractors that fill out a timesheet. Each hour must be assigned to a current client. I need the easiest way to get the contracts paid. They are paid on an hourly bases. How can this be done?

    • ShipStation and Zoho Inventory

      Hello, I am looking to sync zoho inventory with shipstation ZOHO INVENTORY           SHIP STATION Sales Order  ==>  create ORDERS INVOICE  <==    Shipments What exactly does BETA mean on the Shipstation connector?  This is required for me to sign-on in the next month. Thanks in advance for your efforts

    • Saving slide elements

      I have created grouped items including text and animation that I want to use in later slides. (Like an animated logo) Is there a way to save these grouped elements in my library?

    • Are downloadable product available in Zoho Commerce

      Hi all. We're considering switching to Zoho Commerce for our shop, but we sell software and remote services. Is there a features for downloadable products? I can't find any information about this. Thank you very much Alice

    • Function #10: Update item prices automatically based on the last transaction created

      In businesses, item prices are not always fixed and can fluctuate due to various factors. If you find yourself manually adjusting the item rates every time they change, we have the ideal time-saving solution for you. In today's post, we bring you custom

    • Writing on sketch cards is bugged when zoomed in

      When zoomed in, it writes a noticeable distance above or to the side of where you're actually trying to write. The further you're zoomed in, the more noticeable it is. Zooming is also entirely absent on the desktop version.

    • Move site from WIX to ZOHO Sites

      I have a simple website on WIX.  I am wondering if someone is available to help me move this website - https://www.videothreezero.com/ to ZOHO.  Michael  Boston

    • zoho calendar week view - "super compact by default"

      every time i go to my calendar i have to re-engage the "super-compact view" for the week view...is there a way to make "super-compact" a default view so I dont have to keep on setting it manually?

    • Move a Contact from Current Account to a NEW Account

      I do not believe the functionality to Move a Contact from a Current Account to a New Account is not available. Please someone tell me I am missing something! I have been through designing, developing, using and selling CRM systems for over 25 years and had this functionality20+ years ago in other CRMs.  In the real world people move from one organisation to another. In the sales, finance and technical world it is nice to see the communication history with that person in their old account and also

    • Change work hours per day for employees

      Hello, Is there a way to modify the work hours per day for employees in Zoho projects? This would be helpful for resource allocation to more accurately see when an employee who works 35 hours a week vs 40 hours has a full schedule. Thanks.

    • Zoho CRM Automation Help: Send Email When Fault is Marked as Done & Module Relationships

      Hi everyone, I have the following User-Created Modules in Zoho CRM: Clients Assets Faults Handymen Every client can have multiple assets. Every asset can have multiple faults. Every fault is assigned to one handyman. What I Want to Achieve: ✅ I want to

    • Adding New Domain to Zoho mail

      Hi, I have one Zoho account already called for example "Awesome Animals". Under this account I have one domain already setup with zoho mail, example: - awesomecats.com I have another website as well which I want to add under this "Awesome Animals" account,

    • I cannot receive emails.

      I need help, I've tried everything but I still can't receive emails from other people. I can send it but I can't receive emails, When I created the email it was all in order and suddenly I can't get emails from anyone anymore.

    • Incoming Gmail Email Not Coming Into Zoho

      My outbound email from Zoho is working, but when people respond to the email, it's not coming back into Zoho. I can see it when I'm in Gmail, but it's not in Zoho.

    • Next Page