Pausing Resolution Time

ClearFeed gives you the option to pause the timer when a ticket is moved to the Pending state. This is useful when the team is waiting on a customer or external dependency, and the resolution timeline should be adjusted accordingly.

When this setting is enabled, the time a ticket spends in the Pending state is excluded from the Resolution Time SLA calculation. This ensures a more accurate measure of your team’s active resolution efforts.

How to Enable

1. Go to Settings from the left navigation bar on the ClearFeed Web App.

2. Click on the Additional Settings tab.

3. Enable the checkbox for Pause Resolution Time in Pending State.

Notes

• This only affects the Resolution Time SLA. First Response Time remains unaffected.

• This setting applies across all Collections in the Account.