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:

1. From the top, right corner of the platform, click Settings .
2. From the left navigation, click Actions.
3. Click the Stages tab, and then click Edit next to the stage you want to modify.
4. Set the On Hold option to On.
   
5. Click Save.