Jake Martin

The issue we run into is similar to those stated above. Essentially, we provide the customer an update that the issue is with our development team, placing the ticket 'On-hold'. If the customer replies with a "thank you," this turns the SLA clock on again, even if you set the status from 'Open' back to 'On-hold'. The only way to prevent this is to reply again with "you're welcome," which can be gratuitous and time consuming with a heavy ticket load.