Fix the Countdown view in Zoho Desk when tickets are sorted into the wrong time buckets. This article is for Desk administrators and agents who use the Countdown view.

Applies to: Zoho Desk – All clients

Why the allocation is wrong

The Countdown view sorts tickets into buckets based on when they should be resolved. The default buckets have an error: there is no bucket for tickets that need to be resolved between 1 and 6 hours. Those tickets end up in the wrong bucket.

In the example below, ticket #105 is put in the "6 hours and more" bucket.

Create the right buckets

1. Open the Countdown view.
2. Click the three dots in the upper-right corner, next to the countdown menu.
3. Create buckets that cover the time ranges you need.

This video shows how:

Result

Tickets are now put in the correct buckets.