Pause SLA timer during customer wait
Problem
When waiting for customer input, the SLA timer continues running even though the delay isn't due to internal work.
Request
Pause SLA timers when in a waiting status, so contracted SLA response times exclude customer wait periods.
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ADMIN RESPONSEMay 22, 2026
Your idea is now live and open for voting.
I agree to this. If the email is in the waiting status, the reply time should stop. Reply time should only be applicable if the email is in Open status.