{"id":26880,"date":"2024-03-30T09:00:52","date_gmt":"2024-03-30T09:00:52","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&#038;p=26880"},"modified":"2026-03-17T17:53:45","modified_gmt":"2026-03-17T17:53:45","slug":"how-to-pause-the-sla-timer","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/how-to-pause-the-sla-timer\/","title":{"rendered":"How to pause the SLA timer?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"26880\" class=\"elementor elementor-26880\" data-elementor-post-type=\"docs\">\n\t\t\t\t<div class=\"elementor-element elementor-element-06bc847 e-flex e-con-boxed e-con e-parent\" data-id=\"06bc847\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-85cf72e elementor-widget elementor-widget-template\" data-id=\"85cf72e\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35544\" class=\"elementor elementor-35544\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-00eb9f3 e-flex e-con-boxed e-con e-parent\" data-id=\"00eb9f3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c8b655 elementor-widget elementor-widget-html\" data-id=\"9c8b655\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 16px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Standard<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Plus<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Premium<\/span>\n  <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f4e03a8 elementor-widget elementor-widget-text-editor\" data-id=\"f4e03a8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW89224725 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW89224725 BCX0\">Desk365 offers Service Level Agreement (SLA) management capabilities to ensure <\/span><span class=\"NormalTextRun SCXW89224725 BCX0\">timely<\/span><span class=\"NormalTextRun SCXW89224725 BCX0\"> resolution of customer queries and issues. One key feature is the ability to pause the SLA timer. <\/span><span class=\"NormalTextRun SCXW89224725 BCX0\">This guide will walk you through setting up and customizing pause conditions to <\/span><span class=\"NormalTextRun SCXW89224725 BCX0\">optimize<\/span><span class=\"NormalTextRun SCXW89224725 BCX0\"> SLA management within Desk365.<\/span><\/span><span class=\"EOP SCXW89224725 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e053ca3 elementor-widget elementor-widget-heading\" data-id=\"e053ca3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"> Understanding the pause condition <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4043a32 elementor-widget elementor-widget-text-editor\" data-id=\"4043a32\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW95724233 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW95724233 BCX0\">The pause condition allows you to temporarily halt the SLA timer under specific circumstances. This ensures that the SLA clock does not continue ticking when a ticket is moved to specific ticket statuses, such as &#8216;waiting for customer feedback&#8217; or awaiting external dependencies.<\/span><\/span><span class=\"EOP SCXW95724233 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cbc1728 elementor-widget elementor-widget-heading\" data-id=\"cbc1728\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Configuring SLA timer pause for ticket statuses\n\n\n\n\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b15961c elementor-widget elementor-widget-text-editor\" data-id=\"b15961c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">To pause the SLA Timer for specific statuses, follow these steps:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Navigate to Settings &gt; Productivity &gt; SLAs in the Agent Portal to make sure SLAs are active and configured according to your helpdesk needs.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><a href=\"https:\/\/help.desk365.io\/en\/articles\/how-to-configure-slas-and-apply-them-to-tickets\/\"><span data-contrast=\"none\">Add or edit your SLA policy<\/span><\/a><span data-contrast=\"auto\">. <\/span><span data-contrast=\"none\">The SLA policy can be designed to cater to different support needs, for both <a href=\"https:\/\/help.desk365.io\/en\/articles\/configuring-multiple-business-hours-and-holiday-lists\" target=\"_blank\" rel=\"noopener\">business hours<\/a> and 24\/7 coverage.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6b06405 elementor-widget elementor-widget-image\" data-id=\"6b06405\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"467\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/configuring-sla-policy-desk365-1024x467.webp\" class=\"attachment-large size-large wp-image-34009\" alt=\"configuring-sla-policy-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/configuring-sla-policy-desk365-1024x467.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/configuring-sla-policy-desk365-300x137.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/configuring-sla-policy-desk365-768x350.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/configuring-sla-policy-desk365-1536x700.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/configuring-sla-policy-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-56429f7 elementor-widget elementor-widget-text-editor\" data-id=\"56429f7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Go to Admin &gt; Ticket Fields and click on &#8216;Status&#8217;.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li>\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">In the status field, locate the SLA Timer column.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li>\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"auto\">Toggle the SLA Timer on or off for the statuses such as &#8216;Pending&#8217; or for the ones you wish to configure. Examples include: &#8216;<\/span><span data-contrast=\"auto\">Waiting for customer response&#8217;, &#8216;Awaiting Approval&#8217;, &#8216;Waiting for Vendor&#8217; etc.<\/span><\/li>\n<\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7d70be1 elementor-widget elementor-widget-image\" data-id=\"7d70be1\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"465\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/setting-sla-timer-for-ticket-statuses-desk365-1024x465.webp\" class=\"attachment-large size-large wp-image-34010\" alt=\"setting-sla-timer-for-ticket-statuses-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/setting-sla-timer-for-ticket-statuses-desk365-1024x465.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/setting-sla-timer-for-ticket-statuses-desk365-300x136.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/setting-sla-timer-for-ticket-statuses-desk365-768x349.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/setting-sla-timer-for-ticket-statuses-desk365-1536x698.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/setting-sla-timer-for-ticket-statuses-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d551a5e elementor-widget elementor-widget-text-editor\" data-id=\"d551a5e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">By default, the SLA Timer is enabled for the &#8220;Open&#8221; status and disabled for &#8220;Resolved&#8221; and &#8220;Closed&#8221; statuses.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"6\" data-aria-level=\"1\"><span data-contrast=\"auto\">\u00a0Configure your status accordingly and click Save.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">Now, whenever a ticket is created, the SLA timer will start functioning according to your configured pause conditions. Let\u2019s understand it better with an example.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9daa9e2 elementor-widget elementor-widget-heading\" data-id=\"9daa9e2\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Example of SLA timer usage in Desk365 <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a9ce5e4 elementor-widget elementor-widget-text-editor\" data-id=\"a9ce5e4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW231965031 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW231965031 BCX0\"> <span class=\"TextRun SCXW183309845 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW183309845 BCX0\">Let&#8217;s<\/span><span class=\"NormalTextRun SCXW183309845 BCX0\"> say, an <\/span><span class=\"NormalTextRun SCXW183309845 BCX0\">employee<\/span> <span class=\"NormalTextRun SCXW183309845 BCX0\">submits<\/span><span class=\"NormalTextRun SCXW183309845 BCX0\"> a ticket <\/span><span class=\"NormalTextRun SCXW183309845 BCX0\">regarding<\/span><span class=\"NormalTextRun SCXW183309845 BCX0\"> an issue he <\/span><span class=\"NormalTextRun SCXW183309845 BCX0\">encountered<\/span><span class=\"NormalTextRun SCXW183309845 BCX0\"> while working on a project.\u00a0<\/span><\/span><span class=\"EOP SCXW183309845 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0T<\/span><\/span><span class=\"NormalTextRun SCXW231965031 BCX0\">he SLA timer starts counting<\/span><span class=\"NormalTextRun SCXW231965031 BCX0\">.<\/span><\/span><span class=\"EOP SCXW231965031 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1910363 elementor-widget elementor-widget-image\" data-id=\"1910363\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"467\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-counting-on-support-ticket-desk365-1024x467.webp\" class=\"attachment-large size-large wp-image-34011\" alt=\"sla-timer-counting-on-support-ticket-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-counting-on-support-ticket-desk365-1024x467.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-counting-on-support-ticket-desk365-300x137.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-counting-on-support-ticket-desk365-768x350.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-counting-on-support-ticket-desk365-1536x700.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-counting-on-support-ticket-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-68ef373 elementor-widget elementor-widget-text-editor\" data-id=\"68ef373\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">In this example, as per the SLA policy configured by the support team, the system calculates the response time and resolution time based on the ticket priority level with the operational hours being 24*7. The priority here is set to Medium.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\"> The resolution time for Medium priority tickets for this SLA is 4 hours.<\/span><\/p><p><span data-contrast=\"auto\">A support agent reviews the ticket and responds to the ticket within 8 mins. Since the agent requires additional information to proceed with the troubleshooting, the agent changes the ticket status to &#8220;Waiting for Customer Response.&#8221; As configured in Desk365, the SLA timer is automatically paused at this point to prevent any penalties for the delay caused by waiting for customer feedback.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><p>In the Ticket Details page you&#8217;ll notice an indicator for &#8216;SLA Paused&#8217; for this ticket.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4a02078 elementor-widget elementor-widget-image\" data-id=\"4a02078\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"467\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-paused-desk365-1024x467.webp\" class=\"attachment-large size-large wp-image-34012\" alt=\"sla-timer-paused-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-paused-desk365-1024x467.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-paused-desk365-300x137.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-paused-desk365-768x350.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-paused-desk365-1536x700.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-paused-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1d4ab27 elementor-widget elementor-widget-text-editor\" data-id=\"1d4ab27\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW132002257 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW132002257 BCX0\">For this example, let&#8217;s assume that the user responds back in 5 hours. Since the SLA Timer is now paused, even though it takes 5 hours for the user to respond back, the ticket is not in breach of the SLA policy. <\/span><\/span><\/p><p><span class=\"TextRun SCXW132002257 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW132002257 BCX0\">Once <\/span><span class=\"NormalTextRun SCXW132002257 BCX0\">the user <\/span><span class=\"NormalTextRun SCXW132002257 BCX0\">submits<\/span><span class=\"NormalTextRun SCXW132002257 BCX0\"> the <\/span><span class=\"NormalTextRun SCXW132002257 BCX0\">additional<\/span><span class=\"NormalTextRun SCXW132002257 BCX0\"> information, the <\/span><span class=\"NormalTextRun SCXW132002257 BCX0\">ticket status <\/span><span class=\"NormalTextRun SCXW132002257 BCX0\">updates back to &#8220;<\/span><span class=\"NormalTextRun SCXW132002257 BCX0\">Open<\/span><span class=\"NormalTextRun SCXW132002257 BCX0\">&#8220;<\/span><span class=\"NormalTextRun SCXW132002257 BCX0\"> automatically<\/span><span class=\"NormalTextRun SCXW132002257 BCX0\"> if the <a href=\"https:\/\/help.desk365.io\/en\/articles\/configuring-automation-rules-to-run-on-ticket-updates\/\">automation rule<\/a> is<\/span> <span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW132002257 BCX0\">setu<\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW132002257 BCX0\">p<\/span><span class=\"NormalTextRun SCXW132002257 BCX0\">.<\/span><span class=\"NormalTextRun SCXW132002257 BCX0\"> The SLA timer automatically resumes from the point it was paused, ensuring that the time spent waiting for customer response is not counted towards the resolution time.<\/span><\/span><span class=\"EOP SCXW132002257 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0601c0e elementor-widget elementor-widget-image\" data-id=\"0601c0e\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"468\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-resumes-desk365-helpdesk-1024x468.webp\" class=\"attachment-large size-large wp-image-34013\" alt=\"sla-timer-resumes-desk365-helpdesk\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-resumes-desk365-helpdesk-1024x468.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-resumes-desk365-helpdesk-300x137.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-resumes-desk365-helpdesk-768x351.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-resumes-desk365-helpdesk-1536x702.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-resumes-desk365-helpdesk.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4a30508 elementor-widget elementor-widget-text-editor\" data-id=\"4a30508\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW34269677 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW34269677 BCX0\">The SLA timer continues to count down, tracking the time until the issue is resolved based on the configured resolution <\/span><span class=\"NormalTextRun SCXW34269677 BCX0\">timeframes<\/span><span class=\"NormalTextRun SCXW34269677 BCX0\">.<\/span><\/span><span class=\"EOP SCXW34269677 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4987b50 elementor-widget elementor-widget-image\" data-id=\"4987b50\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"466\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-continues-until-ticket-is-resolved-desk365-1024x466.webp\" class=\"attachment-large size-large wp-image-34015\" alt=\"sla-timer-continues-until-ticket-is-resolved-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-continues-until-ticket-is-resolved-desk365-1024x466.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-continues-until-ticket-is-resolved-desk365-300x137.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-continues-until-ticket-is-resolved-desk365-768x350.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-continues-until-ticket-is-resolved-desk365-1536x699.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/03\/sla-timer-continues-until-ticket-is-resolved-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-52f4604 elementor-widget elementor-widget-text-editor\" data-id=\"52f4604\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW133780898 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW133780898 BCX0\">By effectively <\/span><span class=\"NormalTextRun SCXW133780898 BCX0\">utilizing<\/span><span class=\"NormalTextRun SCXW133780898 BCX0\"> the SLA timer in Desk365, the support team can ensure that tickets are handled promptly while accounting for pauses due to dependencies or waiting for customer input. This leads to improved efficiency in issue resolution and enhanced customer satisfaction.<\/span><\/span><span class=\"EOP SCXW133780898 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">&nbsp;<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":20968,"menu_order":1,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-26880","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/26880","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=26880"}],"version-history":[{"count":68,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/26880\/revisions"}],"predecessor-version":[{"id":35994,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/26880\/revisions\/35994"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/20968"}],"next":[{"title":"Configuring multiple business hours and holiday lists","link":"https:\/\/help.desk365.io\/en\/articles\/configuring-multiple-business-hours-and-holiday-lists\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/30049"}],"prev":[{"title":"Configure SLAs and apply them to tickets","link":"https:\/\/help.desk365.io\/en\/articles\/how-to-configure-slas-and-apply-them-to-tickets\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/21065"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=26880"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=26880"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}