How to Pause SLA for Pending Tickets?

Overview

You are trying to set up a workflow so that SLA time is not tracked for tickets that are in the Pending or Hold status and want to know how to do it.

You can create a setting so that SLA would apply to conversations that have a specific tag:

Next, you should create 2 monitors:

First - the one that adds the SLA tag to cases when their status changes to Open (or when a new conversation is created)
Second - will remove the SLA tag once a conversation status changes to Pending or Hold.
For more information, you can refer to the following guides:
- Creating Automations with Triggers and Monitors
- Building Automation Conditions and Actions for Views, SLAs, and Reports

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