How can I stop/pause the SLA timer?

The SLA timer can be paused to accommodate situations where further details or actions are required from external parties or the end-user. By default, the SLA timer pauses when a ticket is set to a Pending status. Here’s how you can manage the SLA timer:

Default SLA Timer Pause Conditions 

• Pending Status: The timer pauses when the ticket is marked as pending, such as when awaiting:
  • Additional details from the end-user. 
  • A response from a vendor, developer, or service provider. 
• Predefined Statuses: Set statuses like "Awaiting Customer Reply" or "Awaiting 3rd Party Response" to pause the timer. 

Customizing SLA Timer Settings 

• Toggle SLA Timer for Existing Statuses
  •  Navigate to Settings > Ticket Status.
  •  Select the status (e.g., "Awaiting Customer Reply").
  •  Use the Edit Ticket Status option to enable or disable the SLA timer toggle for the chosen status.

• Create Custom Ticket Statuses
  • Go to Settings > Ticket Status > Create Ticket Status.
  • Define a new ticket status based on your operational needs.
  • Configure the SLA timer toggle (on/off) for the newly created status.