osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Very important feature for managers and team leaders
When new ticket is created not by support staff using web interface, it is important to be able to get a notification if ticket is not claimed by support staff. Minimum 1hr in SLA settings is way too long. Usually, depending on the ticket priority, that notification need to be in single digit minutes.