Hey everyone,

At this point the First Reply SLA target is being achieved only by a public agent comment - I understand that simply setting the status in Pending is not something that anyone would want since it might not be reflected to the user, however there's a specific scenario where I think the triggers should be able to pause it simply by changing the status and not require a public comment:
- there are at times bursts of tickets related to the same issue where we craft triggers to auto-reply and send some extra steps, gather more data, etc - these triggers are essentially sending an email and setting the ticket to Pending -> the SLA does not pause at this point and breaches for no good reason. The only workaround is to create a target that posts a public comment within the same trigger, it is however clumsy as various other triggers need to be adapted to this flow

- it would make sense to give this ability to a trigger to pause the SLA just by setting the status without a public comment

Thanks !