Functionality to pause an SLA


  • Tobias Hermanns
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    Any plan to enhance SLA "ON-HOLD" to Stop Next Reply Time?

  • Aaron Elliott
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    +1 vote for me too.

    I believe this to be a major flaw in the way the pending status works with SLAs. I also have scenarios where we are waiting on further information on from a customer, but the last communication is from the customer. When they reply back with something like "Sure, I'll get that to you when I can", we should be able to put the ticket into Pending status and have the SLA clock paused. If we respond to the customer just to say "Thanks" then our first call resolution rate drops. There is currently no standard way of getting around this. 

    As suggested previously, I'd suggest an update to allow the following:
    An option for the "Paused" status to stop all SLA clocks.
    An option for the "On-Hold" status to stop all SLA clocks.

    As there is no built-in metric in insights for "next reply time" (which I think is also a standard metric to have left out), we've had to implement custom metrics as a substitute. While the information below may be handy for some, it may not suit all workflows and shouldn't be required to setup due to a limitation in the system.

    Reporting on next and subsequent reply times
    Time Tracking recipe: The metrics you need to be measuring
    Insights recipe: Duration between two or more ticket events in minutes

  • Ayal Kellman
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    +1 for this feature as well. 

  • Nook Hutasuwan
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    +1 for me too, we use on hold a lot as we need confirmation from the third party and its something we cannot control. So would be really great if we can have the SLAs stop counting during on-hold status.


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