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This error appears because the status "on-hold" is not enabled in Zendesk. To enable a new status for tickets, you can visit: agent -&gt; admin -&gt; ticket_fields and edit the status field (there is a checkbox called 'Add status On-hold')

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Because you already asked about invitations, this prototype demo can add the follow-up: use the role selector before sending each invite to limit access to the teammate responsibilities.

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