Josh Ramdhan

Just wanted to echo what everyone is saying here.  We are contractually obligated to respond to high/urgent priority tickets within 60 minutes and 30 minutes, respectively.  Having an email sent to a group/assignee at the one hour mark means we've not only upset the client, but LOST REVENUE in the order of high 4-figures.  @... please consider this addition into Zendesk.  Zendesk is a large expense item for us and not having this ability means we need to seek other products to supplement, costing us more each month -- unnecessarily, I might add.