Lucero Jimenez

We're also facing this issue and have in several ocassions let our CS executive know we need this feature. In our line of business, the conversation on the ticket can include the customer, customs broker, suppliers and others, and it's very common to have the customer or a third party adding their own references to the subject, but in the end when the agent sends a new message, the subject reverts to the original one which causes discomfort with the end users. We've already had several customers state they'll stop doing business with us if we do not comply to their communication needs, and so the communication with them is moved back to Gmail which makes us loose all metrics visibility. 

Hi everyone
We're only using the Next Reply Time to measure how long we're taking to reply to our customers. However, we need a way to stop the SLA whenever a customer replies with something like "Thank you" which does not require any other interaction from our side, or when the customer is having a conversation with a third party before they need our input. Is there a way to pause it? We tried the Hold Status, but the time just keeps on running