Arporn Hutasuwan

+1 please, a lot of my agent mistakenly suspended end user and we have to retrieve all the suspended tickets

I was trying to create a workaround you suggested. 

Workaround: use a notify target "email" type to send emails to the person who needs to be CC'd.

But mine does not show the "Email" type only the "Slack Integration End Point".

Please help.

+1 please

+1 for me too, we use on hold a lot as we need confirmation from the third party and its something we cannot control. So would be really great if we can have the SLAs stop counting during on-hold status.