We're trying to track our agents "Next Response Time" SLA, however, due to the nature of our business, we end up having to put things on hold for extended periods waiting for responses from third party organizations we have to contact and have complete an on boarding process with for our users.
Now, generally we will reach out to an end-user and advise that we'll get back to them when this is done. If they don't respond, this works great, HOWEVER, if they respond with a reply like "ok thanks" and don't require a response, and we have no sensible way of stopping that SLA counter at this point.
Our workaround currently is creating a tag/checkbox that stops any email from sending on that ticket (we add that tag as a no go for our email triggers), activating it, making a public reply with something like "Ticket on hold", then removing that tag, which is needlessly time consuming for our agents. Need a way to 'Pause' or reset that SLA clock.
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