Hold Time on SLA

Technical assistance
1

Hello all,

I would like if there is a way to have a SLA counting time. For example a client open a ticket, but we need some informations to investigate the issue and I would like to stop de SLA when there is something pending from the customer side. At the end calculate the time that got on hold because of the customer to discount from the total time of the ticket.

Thank you!

2

My first thought would be to add a custom ticket state “waiting for response”. By that your “waiting for response”-tickets aren’t included in the SLA. Maybe I’m missing something tho.