We desperately need a way of controlling SLA and putting it on pause when we escalate issues. The current logic doesn’t allow for effective and reliable SLA tracking in such cases. Adding an option to pause SLA counter would help us big time.
Yes we too need this feature if we are to use the SLA management funtion in Hubspot
yes! we absolutely need this too. it’s a huge problem having a SLA that doesn’t show the reality.
It would be really helpful if we could get this feature -
Use case: We have a 4-hour SLA. We’ve requested information from the customer to continue troubleshooting a critical issue so we need to pause the SLA until we recieve fedback to continue the investigation. Otherwise it looks like we’re missing more critical SLAs than reality in our reporting.
Same here, we really need this feature, as we encounter the same issue that @Lauren_Lokker described.
It would be more than only helpful but acutally necessary to reflect reality.
In case of missing information from the customer end it’s needed to pause the running SLA.
Would be really helpful
It would make sense to make it a pipeline-stage setting, particularly for the stages dedicated to waiting on the customer.
The current state naturally skews SLAs in a harsh direction, making it seem certain tickets met their SLAs late rather than on time cause the customer took a while to respond overall.
Hi everyone! My name is Hallie, and I’m a Program Manager on our CXM Team. There is now a public beta for pausing SLAs for Service Enterprise, based on ticket status or a set of criteria. You can read more about the beta feature here. Please continue to leave feedback as you opt in!
Hi @hhiggins !
Please, this beta is public for everyone or just for the enterprise level of the services hub? I currently use the professional version, but Im not able to access it.
Hi @hhiggins!
Is this only for Enterprise? Im currently in Professional version and can’t see this beta.
Hi @DirceuGardin! Yes, that is available for Service Enterprise at this time; apologies for not noting that originally. I updated my comment to reflect that detail!