Configure ticket stages as “On Hold” to stop the clock for that particular stage so that it doesn’t factor into total resolution time.
When the users responsible for resolving a ticket are unavailable, the “On Hold” status helps retain service level agreements.
To add ticket types/groups/fields:
- From the top, right corner of the platform, click Settings .
- From the left navigation, click Actions.
- Click the Stages tab, and then click Edit next to the stage you want to modify.
- Set the On Hold option to On.
- Click Save.