Can I pause the SLA timer or reset it under certain conditions?

Question

Is it possible to pause the SLA clock or reset it under certain conditions?

Answer

If you are using any of the below SLA metrics, you may be able to pause the clock:

Requester wait time: the SLA pauses on pending.

Agent work time:  the SLA pauses on pending and on-hold.

Pausable update: the SLA pauses on pending and unpauses the timer when the ticket status changes to Open or On-hold with either a public comment or an internal note.

If you are using any of the below SLA metrics, you may be able to reset the clock:

Next reply time: the SLA starts at the oldest unanswered customer comment and stops when an agent makes a public comment.

Periodic update: the SLA resets after each public comment of an agent.

If you set a schedule in your account and if you built the SLA policy to respect business hours, the SLA badge will consider the time outside of business hours and holidays. For more information, see this article: Troubleshooting common SLA issues

Note: If you use the Zendesk Agent Workspace, you can create custom ticket statuses that correspond to one of the ticket status categories (New, Open, Pending, On-hold, Solved). The SLA metrics use the status categories instead of the custom ticket statuses you created.

For more information about SLAs, see the article: Defining and using SLA policies.