Hi @Bronagh Quinn / @Marc Jason Mutuc,
Another option is to utilise the cycle SLA option:
To set this, include the status that a request will be in when a customer response as part of the Stop functionality.
This way, when your support team responds to the customer, the SLA counter should reset. What you will then see is something like this:
The indicates how many "cycles" a given SLA is met whenever it has started. This example shows that the SLA for Waiting for Customer has been met before.
Hope this helps!
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