The overdue ticket total on the Freshdesk dashboard does not include any tickets that have already breached the due by time, but have a status (both default and custom status) where the SLA timer puts the timer on hold: eg. Pending, Waiting on Customer, resolved waiting confirmation.
If the Due by Time has exceeded, then it should not matter if the status puts the timer on hold. This is under reporting the amount of Open (not closed) tickets that have currently exceeded SLA.
Is there an admin setting that this can be adjusted please.
Thanks