Steps to be followed by agents to resolve this issue

Step 1: When respective agents receive the ticket, He / She should contact the customer

and if not received then 1st response template on their registered mail id.

 ( NOTE: when received ticket with other recipients in CC then we should keep all recipients in the response ) 

Step 2:   respective agents  should try again after 2 hours once tried and mailed them with 1st response. If again the call was not received by the end user then mail them a 2nd response. 

Step 3: Again agent need to call third time after 2 hrs, If above both Reponse are done and then according to Working hours, then mailed them 3rd response and Close the ticket

Disposition in Zoho