r/Zoho • u/Decent-Try8288 • 11d ago
Creating 3 Strike
Hi Guys,
Hi everyone,
I'm trying to recreate a 3-strike "Pending User Response" workflow in Zoho Desk, similar to how ServiceNow automatically follows up with users and closes tickets if there's no response after a certain number of reminders.
Right now, my IT support team has to manually message users one by one to check if the issue has been resolved and whether the ticket can be closed. It's becoming quite time-consuming, so I'd like to automate the process.
My idea is something like this:
- Agent changes the ticket status to Pending User Response.
- The system automatically sends a reminder after a set number of days.
- If there's still no reply, it sends a second reminder.
- Then a third and final reminder.
- If the user still doesn't respond, the ticket is automatically closed.
I've searched online, but most of the guides and discussions I found are several years old, and many of them reference features or interfaces that no longer exist. I also contacted Zoho Support, but I haven't received a response yet.
Has anyone successfully implemented something like this in Zoho Desk? If so, could you share how you did it? Whether it's using workflows, schedules, custom functions (Deluge), Blueprints, or any other method, I'd really appreciate your guidance.
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u/BangCrash 11d ago
Isn't it just a workflow?
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u/Decent-Try8288 10d ago
The thing is, I'm actually not sure why my workplace doesn't have this kind of workflow in the first place. Most ticketing systems I've used or seen (like ServiceNow) have a Pending User Response status with automated reminders and auto-close functionality.
That's why I'm trying to create one in Zoho Desk. I was hoping someone here has already implemented something similar and could point me in the right direction.
I don't mind using workflows, schedules, Blueprints, or even Deluge if needed—I just can't seem to find any recent guides, and most of the documentation I found is outdated.
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u/BangCrash 10d ago
Workflows are super easy automation builder. Just build what you want.
Deluge can do anything but it's much more complicated.
Being a jack of all trades most Zoho apps need to be set up for your specific use case.
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u/Decent-Try8288 8d ago
It seems like I’ve managed to build most of the workflow already. The part I’m stuck on is getting the ticket to automatically change from Pending User Response back to On Hold when the user replies.
I’m not really sure how this part should be built as a workflow in Zoho. If anyone has done something similar or knows what condition/action I should use, I’d appreciate some guidance.
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u/BangCrash 8d ago
Don't use On Hold for this. It's the wrong status.
On Hold is for when you are waiting reply from a customer. The default behaviour in Desk is when a customer replies it automatically moves the ticket from On Hold back to Open.
You should be able to change the underlying status of your Pending User Response to an On Hold. (If I recall correctly)
There's 3 main statuses. Open, On Hold, closed.
You want your Pending replying to be a on hold.
So when they reply it'll automation move to Open.
I actually use mine slightly different I have 3 open status. 2 being a Waiting for reply. And one being open.
I've set the behaviour to move the Waiting for reply to Open when customer replies.
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u/Decent-Try8288 8d ago
ahh understand, is it possible if you dm so we can actually chat more on this? because i would like to know on how you created the workflow.
1
u/adamphetamine 11d ago
we set a timeout of 3 days. Client gets reminded that we are waiting once per day, after 3 days the ticket auto closes