IDEAGEN PLC.

Hi

The final condition on that trigger may be your issue. It looks like your test ticket has you as the Requester. If that's correct then the rules for the Trigger mean you won't get a notification as the final rule on the Trigger means that notifications are not sent if the Requester on the ticket and the person carrying out the ticket update are the same person

In essence this Trigger is saying "I'm not going to send a notification to the person who created the ticket if it's also that person updating the ticket as they already know they've updated the ticket"

Thanks

Dave

Hi

Based on the listing on this page: https://www.zendesk.co.uk/pricing/support/ I believe you'd be able to use the solution outlined above

Thanks

Dave

Hi

SLAs in Zendesk are driven by the business hours so assuming that your SLA requirements for First Reply and Resolution are the same but only start counting during the specified business hours I think you could handle this through tagging and triggers (depending on your volume of customers)

You could tag Organisations so that you are able to identify which Organisation has which SLA requirement i.e. business hours. Once a ticket comes in you could then have a Trigger that looks at the tag and sets the appropriate business hours for that Organisation. This would then associate those hours with your SLA

Hope that helps

Dave