How To Setup Ticket And Deal Stage Settings

Timerman uses ticket and deal stages to determine when to track time and when to pause time.

Let's say I have four ticket stages: New, Waiting on contact, Waiting on us, and Closed. I want the SLA time to start when the ticket is created as a New ticket, pause when Waiting on the customer, then resume when Waiting on us. 

1. Login to your hapily portal
2. In the sidebar navigate to Timerman > Ticket Stages Settings
   
   
3. Hit Re-Import Stages to make sure all of your pipelines and stages are imported.
4. Then go through and change the Is Paused/Ignore/Awaiting Reply column as needed. 
   1. For example, let's say I have four ticket stages and I want the SLA time to start when the ticket is created as a New ticket, pause when Waiting on the customer, then resume when Waiting on us. All I would need to do is change the Is Paused drop-down from No to Yes.
   
5. Once you have set all of the stage statuses setup hit Update Stage Settings and you're good to go!