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Paulus Indra Salim

Zendesk Configurator Enthusiast, Jakarta, IDN -dq-

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Latest activity by Paulus Indra Salim
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    Paulus Indra Salim commented,

    I think your case is solve by using standard requester wait time.  While you guys waiting for "info" that coming from end-user, just set status as pending, then the SLA timer will pause. ref: https...

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    Paulus Indra Salim commented,

    Hi Cyrup,   were you testing the trigger by replying via e-mail or Zendesk Support? Does "Update Via E-mail" mandatory?   thanks.

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    Paulus Indra Salim commented,

    Hi Lenny, I'm afraid that Essential Plan doesn't allow for custom business rules. You can check what Essential Plan's feature from this link: https://www.zendesk.com/support/compare/#compare Cheers!  

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    Paulus Indra Salim commented,

    Hello sebastian,  you can assign group to certain ticket by choose the group from "Assignee" box on the top-left of your ticket. Don't forget to create the group. You can create a group from "Admin...