Zoho Desk clients, do you track SLAs using standard tools?

Zoho Desk clients, do you track SLAs using standard tools?

Hi community,

I was planning to track SLAs to better serve our customers and set up this functionnality.
But it turned out that we cannot rely on it as time counts in Pending status (when we wait for a client reply) and it shows wrong timings.

So we cannot define a rule or renumerate agents based on the SLA.

The only way is to visually verify it which does not alllow to make a system approach.

How do you use it?