Dear,

I have a rule called: Switch to: Closed waiting for client response.

Which has a series of conditions. One of them implies changing after a certain time (45 HH) from one state to another. State1: Waiting for Update to State 2: Closed pending customer response. (Image 1)

I changed the status of many tickets on December 4 at 11:21 am so today December 11 at 11:21 should have changed.

The problem is that he did not. Attach example evidence for ticket # 4262. (Image 3)

Deputy working hours rule and zoho (Image 2 and 4)

I need a definitive solution, since I've been holding this issue for quite some time. I can not continue working like this, since these problems are causing my agents to have more than 50 tickets in their queue and we have to do something manual that should be working automatically.

I would like you to please review this rule and all the other rules that I have Supervision, since I doubt very much that they are working.


Please give your prompt help to solve this issue once and for all.


Thank you.