As I see it, Zoho Desk has two Status Types: Open and Closed.
Open has SLA timers running and Closed does not.
However, there should be a 3rd (or better customizable) status type, like Pause.
There is no way to pause SLA to reflect time awaiting things that are not part of SLA unless you set ticket to closed status type
However, every time we do this, we get angry emails from customers asking why we closed a ticket that was not resolved. (I have these same arguments with Zoho Support by the way).
Are there any plans to add ability to customize Status Types, or at least add a third type that pauses SLA without closing ticket?