Aaron Elliott

Cheers for the update Scott. Would be great to get some movement on this one.

+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

I think this is a great idea. This will help drive users to the community.

+1 for me. Need to be able to add attachments to Organizations.