Mateusz Toruński

I also agree with all of the above. As a support team for our own company product, we need to pause the SLA clock when awaiting software fix/feature release from our R'n'D.

An option for customizable status fields for both "Support" (operator side) and "Help Centre" (end-user side), as well as relevant mapping, would be a perfect solution.

@Nicole,

"/.../we have flagged this thread for the PM's"

Would you be able to share the timeline, when we could expect changes in the way that ticket status affects the SLA clock?