SLA timers don’t pause while waiting for the customer
Time spent in "Waiting for customer" still counts against your SLA, so response and resolution targets break through no fault of the agent.
The problem
Configuring an SLA to pause on Waiting for customer is fiddly and often fails for custom statuses, so the clock keeps running while the ball is in the customer’s court. Breached SLAs then look like agent failures.
Who runs into this
Every service desk with resolution SLAs and back-and-forth requests that wait on customer input.
How Patcher fixes it
Patcher reliably pauses and resumes SLA timers around customer-wait statuses — including your custom ones — so your metrics reflect actual agent work.
Top community comments
Still happening in 2026, and it affects hundreds of issues across our instance.
657The “official” suggestion in the docs doesn’t actually work. We need a real fix.
623Workaround sort of helps, but it comes back the moment someone else edits the issue.
280