I'm testing the Support Center Plus application which I find so strong. The aim is that I replace my current Ticket managing software.

For information, I added a new  value for Request Status called ' New'.  Bellow some examples of the rules that I'd like to create :

1. If a request is in New Status since 5 minutes, the BU admin must be informed and all the BU Suppprt Reps

2. If a contact respond by email to a current ticket since 10 minutes and the Support Reps to whom the request is assigend  did not answer the contact, this support rep and the BU admin must be notified.

May you please indicate me how to proceed.

Thank you