Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
A ticket breaching while you wait on somebody else has three causes, and the first one is almost always it.
Symptoms
- A ticket breaches while parked waiting on a supplier or another team.
- The clock keeps running on a ticket where the customer owes you an answer.
- Breach figures that do not match what the team experienced.
Resolution steps
1. The status is wrong
The commonest cause by a long way. Reply targets pause on pending, which means waiting on the customer. Waiting on a supplier is on-hold, and on-hold does not pause unless you configured it to.
Two things to check: whether on-hold is even switched on, and whether your policy pauses on it. Many accounts have neither, so every internal delay counts against them.
2. The policy uses calendar hours
Then evenings and weekends count. A ticket sitting overnight has used eight hours of its budget with nobody working.
3. It is a resolution target, not a reply target
Resolution time generally keeps counting through everything. If you set one, waiting is included by design, which is why resolution targets are hard to meet honestly.
The two fixes
- Turn on on-hold and use it. Then teach the team the distinction: pending is the customer, on-hold is anyone else.
- Set the policy to pause on on-hold in the advanced settings.
Doing only one of those does not work. On-hold that does not pause the clock changes nothing, and a policy that pauses on a status nobody uses is equally useless.
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