Zammad SLA / Escalation

  • Used Zammad version: 5.1.1
  • Used Zammad installation type: ( apt install zammad …)
  • Operating system: Ubuntu 20.04.4
  • Browser + version: Chrome

Good morning everyone,

i have the following Problem:

i configured SLA for all Groups and the Ticket should escalate if no response from agent after 40hours. (1 Week) and the Ticket State is open.

Now i use the waiting for option that the Escalation dont trigger during iam waiting for a customer response. But after the Customer answered the State is open again and the Escalation triggers if the ticket is older than 1 Week.

How can i change that?

Best Regards