Derivar tarea a un cliente

[Blas]

En ocasiones, me ingresa una incidencia para la realizacion de una tarea.

El cliente que lo solicita no ha cumplido con cierta informacion requerida para el pedido por lo que puedo pasar la incidencia a un estado de pendiente hasta que se resuelva una subtarea que le envio al mismo cliente u otra persona.

puedo hacer eso? de ese modo, al momento de dar por finalizada la subtarea, el conteo de tiempo en la tarea principal continua su marcha

[Angélica Luz]

Hello @Blas,

Thank you for reaching out to Community!

When we create a Service Desk project, it automatically creates Automation to change the status when an agent and customer add a comment. 

Some SLAs are also created to start, pause, or stop depending on the status and it works with the automation and of course, it's also related to transitions on the workflow.

You can customize all of that according to what is best for your organization.

Please, take your time to test the projects and check our documentation for more details.

• Configure a classic service desk project as an administrator
• Manage and administer next-gen service desk projects

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica