The ticket can be moved to the Hold status. This will temporarily pause the SLA timer and prevent it from

Yes. By using the Add Web Link feature available in Agent Portal ticket details page, the external web URLs can

Yes, agents use the Add Link option to create a parent-child relationship between tickets.

No, priority can be changed only in the agent portal by agents. Customers can’t change a priority. If you want

Yes, agents can use Add Worklog available on the ticket details page to log the time spent on a ticket.

Use the CC field to add additional Customer Email IDs.

No, only the agents can be added to the watch list. To add customers/contact, use the Additional Notification (CC) instead

Only Active agents can be @mentioned. Customer/Contact cannot be @mentioned.

Yes, @mentioning done by an agent in the ticket public reply/notes will add a user in a watch list and