Helpdesk Ticket "On-Hold"

[Ian_Prentice]

Hi,

I have created a new status for our helpdesk tickets called "On-hold".

This will be used where we agree with our customer that a job will be done at a currently undefined date/time in the future but we still want to keep this ticket open.

We would want to stop the SLA clock from continuing, but not lose the current time that has already elapsed.

Is this possible?

Thanks!
Ian

[WilsonTech]

I too would love this feature. And the ability to set a date for the ticket to change to a different status.

[Ian_Prentice]

Thanks Ian, hopefully we can see it soon. Thanks for your help!

[Ian_F · Accepted solution]

Hi Ian,

Unfortunately, it is currently not possible to pause the SLA or for the SLA to be paused based on the ticket state. Automatically pausing the SLA based on the ticket's state has been requested before by our customers and is already on our customer wish list. I have linked your post to the feature request to add weight to it. Unfortunately, I am not able to provide you with an estimated release date for this feature at this moment.

[Tim_Wilmoth]

Ian.F wrote:
Hi Ian,

Unfortunately, it is currently not possible to pause the SLA or for the SLA to be paused based on the ticket state. Automatically pausing the SLA based on the ticket's state has been requested before by our customers and is already on our customer wish list. I have linked your post to the feature request to add weight to it. Unfortunately, I am not able to provide you with an estimated release date for this feature at this moment.

I feel that this request should have more weight as it was originally requested in 2018, has several people needing this functionality and In my opinion, being able to stop the clock because you are waiting on the user or because an appointment was made to install etc should have been available since the beginning. I have worked with several helpdesk systems and they have all had the ability to "Stop the clock" Please get this working ASAP.

[chris1052]

Ian.F wrote:
Hi Ian,

Unfortunately, it is currently not possible to pause the SLA or for the SLA to be paused based on the ticket state. Automatically pausing the SLA based on the ticket's state has been requested before by our customers and is already on our customer wish list. I have linked your post to the feature request to add weight to it. Unfortunately, I am not able to provide you with an estimated release date for this feature at this moment.

Is there any update on this request? This is a very important feature for us to have, I thought it was an option but it's only for ticket types not states.