Hello!
I have a question about the option: Waiting of customer and Waiting for a third party, when selecting them, is it also considered within the SLA time?, Since the response time varies, which can be 1 month, 2 months, etc. . Or is this period of elapsed time simply not taken into account?
Thanks greetings!
Good day,
Please navigate to Admin → Ticket fields → Status. You would see an SLA timer toggle that you can enable or disable. If the toggle is off for a particular status, say, Pending in this case, the SLA timer would not run when the status of the ticket is set to Pending.
It’s the vice-versa when the timer is ON.
So, the time when SLA is OFF would not be counted and the timer starts only when the customer resonds back. I am adding a link to a solution article hoping it would be helpful for you to an in-depth understanding on how status works in Freshdesk - - https://support.freshdesk.com/en/support/solutions/articles/37600-understanding-ticket-statuses
Also, please refer to this forum discussion to get an idea of how the chronology would work.
Feel free to write to support@freshdesk.com, if you have further queries on the same and our support team would be glad to help you :)
Thanks,
Keer,
freshworks Community Team.
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