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

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?

Accepted answers

Trudy P Claspill

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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Trudy P Claspill

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

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

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