Can you add more SLA rules so that the SLA 'counter' is only running when the ticket is waiting on agents, i.e. the ticket status is Open or Pending. When the ticket status is any other status, it doesn't count towards the SLA.
For example, if a ticket which has a resolution SLA of 1 hour and the agent responds within 10 minutes of the ticket being opened with a question back to the customer, the status is then set to waiting on customer. Until the customer replies, the sla time elapsed will only ever be 10 minutes. Once the customer replies, the ticket goes to open automatically, and the timer starts again.
