Hello,

Will the SLA timer stop or continue to run if an agent is off that day and a customer replied to a ticket? Scenario:

Cust sends a request at 8:00 AM Friday

Agent responds with a question changing the status to waiting on customer(a non counting SLA status).

Agent is off Saturday and Sunday but there are other agents in the office so we are open.

Cust responds on Saturday at 10:00 AM

Agent responds back at 8:00 AM Monday

Did the SLA timer run the whole time from Saturday to Monday?