Plenix 2026.10.3 — SLA clocks that pause, resume and reopen the way your desk works

Release 2026.10.3 is a focused pass on SLA timing. The clock now follows what really happens to a ticket during a working week: it waits when you are waiting, and it starts again when you can work.

Improvements

• Waiting statuses pause the clock automatically. A ticket in Waiting, Waiting on customer or Waiting on third party stops its SLA clock. You no longer need to list statuses on each policy. You can still name your own, or type none on a policy whose clock should never stop.
• On-hold countdowns freeze. While a ticket is on hold, its badge reads On hold with the time left, and that time stays the same until work resumes. Nothing turns red while you are waiting.
• Reopened tickets reopen their target. If a resolved or closed ticket comes back, its resolution target is live again. The time it spent resolved is not counted against you.
• Customer replies restart the clock. When a customer replies in the portal and the ticket moves back to In progress, the SLA clock resumes at that moment.
• Automation rules move the clock too. A rule that changes a ticket's status now pauses or resumes the SLA in the same way as a change made by hand.
• Changing the company re-matches the policy. Moving a ticket to a different company picks up that company's SLA tier, as changing the priority already did.
• Policy status names are forgiving. "Waiting on Customer", "waiting_customer" and "Awaiting customer" are treated as the same status.

Fixes

• Time on hold is given back as working time. On a business-hours policy, a ticket held from Friday afternoon to Monday morning gets back only the working hours it was held. Before, deadlines could move by the wrong amount and land outside working hours.
• A target missed before a hold stays missed. Putting a ticket on hold after its deadline no longer changes the result.
• A reply sent during a hold is judged fairly. The first-response target is measured to the moment you replied.
• Resolving a ticket counts as responding to it. A ticket fixed in one step no longer shows its first-response target as missed.
• Tickets resolved while on hold are measured on the time your desk had, not the time spent waiting.
• Lowering a priority clears a breach that no longer applies. If the new target is still ahead, the ticket shows as due and not breached.
• 24/7 policies on the client portal now show clock time. They were shown as business hours.