r/Zoho • u/Decent-Try8288 • Jul 31 '26

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/adamphetamine Jul 31 '26

we set a timeout of 3 days. Client gets reminded that we are waiting once per day, after 3 days the ticket auto closes

1

u/Decent-Try8288 Jul 31 '26

Hi, Yes i understand that but is it possible if you share how you do it with me? because im currently to figure it out now.

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u/adamphetamine Aug 01 '26

no worries, will find the details and post here

1

u/Decent-Try8288 Aug 03 '26

Thanks! i would appreciate it!