Stale Ticket Timer/Status

Is there a method to pause, or disable the timer for tickets which enter “Stale” status on the dashboard? It’s a metric which we track to make sure technicians are keeping up with their tickets, but some of our tickets are ongoing projects which are scheduled out into the future while our tech work with clients and vendors to resolve issues.

Some tickets would become cluttered with otherwise meaningless private notes every three or four days just to make sure they’re showing updates without any real progress being made since they’re scheduled sometimes weeks out to completion.

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Hi @issac

I see that you managed to resolve this when you attended the Open Office and they recommended a few options.

To save other people time who are looking for the suggestion it’s here:

Syncro Open Office Hours 11/19/21