Last updated: 2017-07-21

Source: https://support.freshdesk.com/support/solutions/articles/226866-do-waiting-on-customer-and-waiting-on-third-party-statuses-affect-the-average-response-time-

The response time does not depend upon the Status of a Ticket.

So, if a ticket is moved to Waiting on Customer or Pending, the time spent in those statuses would also be considered for response time.