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Inevitable Breaches with the Updated Pausable Update SLA

  • February 10, 2026
  • 1 reply
  • 7 views
Jill11

Is anyone else running into issues with the recent changes to pausable update SLAs, or are we just not understanding it?
 

Zendesk Support confirmed that unpausing a ticket now resumes the timer rather than resetting the window - understood. But, this means the SLA is now cumulative. So if a complex ticket spends a total of 10 hours in “active” status and your SLA is 8 hours, it’ll breach regardless of how many times the agent replies. Support suggested just lengthening our SLA targets to “one week,” but that ruins our ability to track consistent update cadences.

So my question is, how is everybody tracking agent update consistency now? Are there any workarounds (like triggers or different metrics) that yall have found to be helpful?


Thanks!!

    1 reply

    S
    • Scott14
    • February 12, 2026

    We are also experiencing issues with this, currently Zendesk Support has not been able to provide any workarounds. After the changes, the Pausable Update SLA now acts as if it were a Resolution Time SLA that counts the total time worked on a ticket, not an Update Time SLA. Zendesks own documentation says Update Time metrics are meant to measure how frequently you’ll keep your customers informed, but the new Pausable Update SLA does not allow us to do that at all. So we also do not understand.

     

    Very keen to hear if there is any workaround so we can continue to measure how frequently we are updating customers.

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