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Is there a way to make certain Status exempt from the SLAs?

Jeren Wunder
Jeren Wunder
Contributor
December 16, 2025

We are wanting to have a few statuses that we can set tickets to that will not count against our SLAs. I am not seeing an easy way to do that.  Is it possible?

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Trudy P Claspill
Trudy P Claspill
Community Champion
December 16, 2025

Hello @Jeren Wunder 

In your SLA configuration add the status to the Pause counting time during section.

Screenshot 2025-12-16 at 9.21.51 AM.png

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Jeren Wunder
Jeren Wunder
Contributor
December 16, 2025

That was what I was missing.  Thank you for your swift reply!

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