Current behavior:
Today, it is possible to create a ticket status, restrict it to specific pipelines, and configure it in SLA timers to trigger a pause. While this provides some flexibility, it also opens the door for misuse — agents can manually apply these statuses to artificially improve their SLA performance metrics.
Our current workaround is to build automation workflows that send alerts whenever these statuses are used, which adds operational overhead and still doesn’t fully prevent the issue.
Suggested improvement:
We would love to see a built-in Holiday Calendar feature for SLA configuration, similar to what already exists for business hours.
This would allow admins to:
Define a list of public holidays (nationally or by region/timezone)
Automatically pause SLA timers on those dates without any manual intervention
Prevent agents from manually triggering SLA pauses, reducing the risk of manipulation
This would make SLA management more accurate, fair, and fully automated — especially for teams operating in regions with many public holidays.
This is a really necessary feature.
Competitor tools like Zoho, Freshdesk and Zendesk all allow you to set up a company holiday calendar to enable you to automatically pause SLA timers on these days. https://help.zoho.com/portal/en/kb/desk/organization-settings/company-settings/articles/setting-business-hours-and-holidays#Associating_a_Holiday_List_to_Business_Hour
I would suggest making this something that could be flexible based on office location. Our business has both South African and UK teams and so our use case would need to pause SLAs on public/bank holidays based on country or team membership. This should be possible for super admins to manage at a global level (either as an Account setting or via something a Preset in Users and Teams) so that it doesn’t need to be configured by each individual user.
I just wanted to let you know this is possible today with Super SLA app.
Full disclosure: I’m involved with Super SLA. It supports admin-configured business hours, holiday calendars, regional schedules, and time zones for HubSpot ticket SLA tracking, so SLA timers can pause automatically on holidays without relying on agents manually applying a pause status.
That avoids the issue you mentioned where a manually selectable status can be misused and then needs extra workflow monitoring.
I agree this would also make sense as a native HubSpot SLA feature.