Your agent replies and the ball is now in the customer’s court. Hours — sometimes days — pass while you wait for them. And the whole time, the resolution SLA keeps running, so a breach that was entirely outside your control lands on the agent’s report.
Why it happens
Configuring an SLA to pause on Waiting for customer is fiddly in JSM and frequently fails for custom statuses. So the clock keeps running, and your metrics stop reflecting actual agent work.
The usual workarounds
- Hand-editing SLA goals after the fact to strip out customer-wait time.
- Explaining away breaches in every service review.
- Rebuilding SLA calendars and conditions and hoping they hold.
How Patcher fixes it
Patcher reliably pauses and resumes SLA timers around customer-wait statuses — including your custom ones — so your metrics reflect the work your team actually controls. On Forge, reversible any time.