Zoho Desk - Ticket Workflow

Autoclose tickets

Go to Zoho Desk WebUI Setup -> Automation -> Workflows -> Rules

Create new rule with name “CustomerReplySwitchToInProcess”
Set Active

Press Next button

On Step 2 - Execute on

  • select triger “Customer Reply” and press next button

On Step 3 - Criteria

  • Press Next button

On Step 4 - Actions

  • Press + button -> Filed Updates
  • Set Name ChangeStatusInProcess
  • Fields “Status” -> Values set “In Process”
  • Press “Save” button

Go to Zoho Desk WebUI Setup -> Automation -> Workflows -> Supervise -> Rules
Press Create Rule button

Step 1: Basic Information

  • Set name: AutoCloseTickets
  • Set Active: True

Step 2: Criteria

  • Status contains “Client Approval” AND
  • Hours sinse agent responded is Greater Than 48

Step 3: Actions

  • Add new action press +, Filed Updates type
  • Name: CloseTheTicket
  • Assigment Values: Filed - Status, Values: Closed

Press Save button

References

creating-time-based-automations

zoho, desk, ticket, workflow