Adding "Time Between Public Comments" as an SLA Metric

Right now, we’re tracking first & next response SLAs on our tickets. However, it’d be really useful to be able to set SLAs for the time between each agent reply (similar to this Zendesk pausable update metric). We want our agents to proactively check in with customers as opposed to just waiting for a customer’s reply every time. Snoozing won’t be a feasible option for what we’re needing. We need to be able to track breaches when this metric isn’t met. 

This would also help solve for another issue we’re running into. We have tickets that are moved between inboxes pretty regularly, & when that happens there’s no SLA timer running on them. This is because when the ticket’s transferred, the agent adds an initial public comment to give a warm handoff. If these “pausable” update SLAs were available we could apply them to these tickets as well.