When does the SLA timer pause?

The SLA timer pauses when a thread is in Close the Loop, any Snoozed status, or Done. Linking a Jira or Linear issue does not by itself pause the timer. It keeps running while the thread is in Needs first response, Needs next response, or Investigating.

What Close the Loop is

Close the Loop is one of Plain's built-in thread statuses, not an SLA setting. It means the team is waiting on an external issue before it can close the thread with the customer. A thread enters it in two ways:

1. Automatically, when a linked Linear or Jira issue is completed or cancelled. An open or in-progress linked issue does not move the thread.
2. Manually, when an agent sets the status from the thread action bar.

   If a thread appears to be in Close the Loop but the timer is still running, check the thread's status detail. It must be THREAD_LINK_UPDATED or THREAD_DISCUSSION_RESOLVED.

How to pause the timer while you wait on an issue

1. Open the thread.
2. Click the status selector and choose Close the Loop, or press Cmd+K and search for Close the Loop.
3. When you are ready to re-engage the customer, change the status back to Todo.

   If you expect a short wait, snooze the thread instead.

Related documentation

• Statuses
• SLAs