Ticket Pending, Stop Counters

[djprojay]

Hello all,

do you know how I can say to OTRS to stop counters when a ticket is placed in pending state?
When I'm waiting for the customer reply counters should be freezed, and escalation should not occur.

Thank all for your time!

[wurzel]

Hi,

you need a commercial add on for this
for example
https://www.otrs.com/otrs-business-solu ... n-suspend/

or other distributors.

Florian