Hey @level-ground 
Thanks for your question! I think you’re spot on about the current options and limitations — Set SLA goals in help desk.
I don’t have a magic answer for you unfortunately 
, but I did brainstorm a few ideas you might investigate:
- Workflow + Custom Properties
- custom date/datetime properties for each critical stage (e.g., “Bid Approved Date”, “Site Visit Due Date”) - Task-Based Tracking
- create tasks with due dates when tickets hit specific stages - Custom Dashboard Solution
- calculated properties that measure time differences between stage transitions
Have fun testing! — Jaycee