We're just in the process of swapping over to Zoho Support from another help desk system.

The only problem that we've noticed so far is that when a customer e-mails in to our support addresses, they are supposed to get an auto-response e-mail, to let them know that their e-mail has been received.

The customer does receive the e-mail but it's taking over 10 minutes from Zoho receiving the customer's e-mail, to when the customer receives the auto-response.

Is this normal or is there something wrong with our set up?

Kind regards

James