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  • Rebecca Che

    Hi, When a ticket to the Pending/hold status, is the clock stop ticking for resolution time? thanks


  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Rebecca,
    Thank you for reaching out to Zendesk Support. 
    In regards to your concern about the pausable time for tickets being put into pending status. Once you created an SLA target, there are certain ticket statuses that will apply. 
    A ticket's SLA target will be paused once a ticket is put into pending. A paused SLA target is one whose metric has not yet been completed, but we’ve temporarily paused the clock.
    You can check our articles below for more information about this:
    Viewing and understanding SLA targets
    Defining and using SLA policies
    Thank you and have a wonderful day ahead!
    Kind regards,

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