I am using zoho support portal for our company ticket tracking and maintenance :

1. Intermediate replies considered as new ticket.

2. Escalation not happening - previously it worked.

3. Moderator doesnt recieve an intimation of new ticket in his email.

I have onticed that if the client replies back to a response from support through the portal the response is taken as an intermediate response to the ticket number...however if there are are multiple replies it considers it has a new ticket and an autoresponse is sent.

The escalation is not working even after setting up the SLA's. I t used to work previously.

Regards,

Rajeev Nair.