Status that stop SLA clock

Status that stop SLA clock

In my Help Desk, we spend lots of time waiting on customer reply and currently I cant stop  the SLA, which means tickets overdue waiting on customer. I have created a new status as Waiting on Customer (status closed), but it notifies customer that the ticket is closed. Is there any way of having this clock feature ? If not, can Zoho look at it for future versions ?

Thanks,
Vanessa
vanessa.larney@innovative-edge.co.uk