Daniel Paublini

Hi, we have created a trigger an automated-response email and it's working fine. It is possible to add a condition that sets the trigger after a given amount of time. For example, we want the auto-response email to be sent 30 min after we receive the email from the client. Thanks for your help. 

Hi, I'm looking for a way to create a report that shows how long tickets are "on hold" and how long it takes to respond to a ticket minus the hold period, for each agent and for the whole team. Any ideas, please? Thanks in advance