Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
A way to pause the SLA timer using the Pausible Update SLA that does not require a public reply.
What problem do you see this solving? (1-2 sentences)
Agents will often let customers know they are putting a ticket in Pending status, just in case the user has any further issues. When responding with a public reply, this pauses the SLA. However, when the customer replies with a "Thank you" or other general acknowledgment, this starts the SLA timer again, requiring the agent to publicly reply again.
This causes an odd back and forth of multiple "Thank yous" simply for the sake of pausing this timer, which degrades both the agent and customer experience, making it feel less authentic.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This is a daily occurrence in an agent's day-to-day
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
The agent either responds to the customer with an extra "You're welcome!" or "Anytime!" just for the sake of pausing the timer.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Provide the ability to pause the SLA and audit/track how often the SLA timer is being paused. Something along the lines of the agent being prompted for "Does this require a response?"
