Response times — Pausing, and stopping

Pick which of the status field's own option values pause the clock and which end it. Pausing values are things like Waiting on customer or Snoozed; ending ones are Solved or Closed. Both are matched from the field's own options, never a hard-coded list. A paused ticket shows Held and cannot go Late: the desk is legitimately waiting on somebody else. Time spent paused is added back to the deadline when the clock resumes, and the original promise stays on record. The summary at the top is written from your actual settings, so what the page promises and what it does cannot drift apart.