Hi All,We provide WIFI to our customers. When we receive an email to our support email it will generate a ticket. SLA plan is 48 hours. We always reply as soon as we saw that ticket. After replying sometimes we need to wait for our customer to reply back. Sometimes they take more than few days. Due to this, the ticket will be overdue. That is not our problem because we are stuck there till customer replies back. How do we stop the timer here after replying to them?