Pausing Resolution Time
Last updated
Was this helpful?
Last updated
Was this helpful?
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
Go to Settings from the left navigation bar on the ClearFeed Web App.
Click on the Additional Settings tab.
Enable the checkbox for Pause Resolution Time in Pending State.
