Pause ticket timer when a ticket is waiting on customer

[Hermen]

The ticket status can be 'open' or 'closed', making the timer run or stop.

I want to be able to pause the timer, the timer should then stop when a ticket is in a 'pause' status to rule out the time a ticket is waiting on the customer.

open > timer counts the time a ticket is open

pause > timer stops counting until the ticket is in open or closed

closed > sets the close date and stops the clock

[Hermen]

Good morning. The ability to pause SLAs based on pipeline status is now available in Help desk for Help desk tickets. You can read more about it in this KB article. I am also attaching a screenshot for reference.

[kti-matt]

Excellent, thank you!