IT Service Management (ITSM)

IT Service Management (ITSM) Articles and Insights

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Help desk SLA timer paused while a support ticket waits for a customer response

How to Pause the SLA Timer in a Help Desk (India)

Learn when to pause an SLA timer in a help desk, how to handle customer and external dependencies, and why documented pause rules and audit trails are essential for fair SLA reporting.

By Anjali DakshPublished: October 24, 2026

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IT Service Management (ITSM)