Peter Hur

Could Zendesk please create an option to Pause SLA when the ON-HOLD status is applied?

• A nice way would be a switch, to turn on On-Hold pauses SLA just like Pending does.
• A simple way would be to Pause SLA when a Specific Tag is added, and Unpause when that Tag is removed

Anyway to do this currently?

I thought of a potential semi work-around. When a specific Tag is added, it changes the ticket's current SLA to another SLA. However, I think this would create more issues because it isn't pausing SLAs, it is removing it from the SLA and applying another one.