You are trying to set up a workflow so that SLA time is not tracked for tickets that are in the Pending or Hold status and want to know how to do it.
You can create a setting so that SLA would apply to conversations that have a specific tag:
Next, you should create 2 monitors:
- First - the one that adds the SLA tag to cases when their status changes to Open (or when a new conversation is created)
- Second - will remove the SLA tag once a conversation status changes to Pending or Hold.
For more information, you can refer to the following guides: