Svetlozar Draganov

Thanks for the update.

We really need this implemented as soon as possible. 

On our side we very often create tickets on behalf of the customer. Without SLA those tickets gets to the bottom of the queue and unfortunately sometimes they stay there for days until someone finds and handles them. We really need a way to activate SLA on those tickets.

One more vote from me.

Triggers on User Fields could be used on various scenarios, so this feature would be very helpful.

Giving my vote for removing Rapid Resolve for agents - it totally doesn't make sense and it definitely increate the change to accidently close tickets.