Jira service board

We have 3 tickets currently open which have not met our requirements but they cannot be closed as the assignee is waiting for information in other places. Are we able to add a place in this service board where we can “freeze” or stop the clock on a ticket until external information is received? This would need to be in between pending and resolved and would ideally stop the clock on the second one which currently is “Time to resolution - within 24h”. We can call this step “researching” or something along those lines.

Does anyone know how to do this?