Major drawbacks using zoho support :
1. Auto-response :
When a ticket is created through email the auto-response which includes the ticket number in the subject is sent only to the person who sends the email and not everyone in the loop (CC).
2. Notification Alerts (Time based) :
Time based action triggers a notification alert message every time (specified) in a repeating cycle.There seems to be no way to make it a 1 time trigger event.
3. SLA’s :
Even though the due date for each ticket is getting triggered it doesn’t take the specified time/date mentioned in the defined SLA & by default takes 2 days time as the due date for all the different priorities levels (Critical,High,Medium&Low).
Changing the priority level once a ticket is created doesn’t have any affect on the due date for the ticket .
When creating ticket (when submitting) through the portal there is no option to select the priority of the ticket and you can do so only after the ticket is created & then you can edit to select the priority then only.
Awaiting clarification on this.
Thanks & Regards,
Rajeev Nair