Time-based options

Problem Time-based criteria in rules can only be used as conditions, not triggers — there is no way to fire a rule at a specific time of day to act on open conversations. Request Add a time-of-day trigger so rules can take scheduled actions on con...

Current State Currently, SLAs will only trigger when either a conversation is created, or an inbound reply is received. Requirement Provide additional triggers for starting an SLA countdown, including: Ticket unsnoozed Time since last outbound...

Problem Triggered rules that are scheduled to run in the future aren't visible in the conversation, making it impossible to know if something will happen or for debugging. Request Display pending (triggered but not yet executed) rules in the conve...