Snooze a ticket until later
Hide a ticket for an hour, a day or a week while you wait on a supplier or courier. It comes back on its own, or as soon as the customer writes.
Last updated 2 min read
Snooze is for tickets you cannot finish yet: you are waiting on a courier, a supplier or a colleague. The ticket disappears from your open views and comes back when you need it.
Before you start
- Who can do this: agents, admins and owners.
- Plan: all plans.
Step by step
- Open the ticket.
- Press Snooze (the clock button) in the ticket header. On small screens it is under More actions.
- Under Snooze until, choose In 1 hour, In 4 hours, Tomorrow, In 3 days or Next week.
- A message confirms when it comes back, for example "Snoozed: back tomorrow".
What happens next
The ticket moves to the Snoozed view. Its header shows a banner: "Snoozed until …. It comes back on its own, or when the customer writes." The activity log records "snoozed the ticket for …".
It returns to open when the time is up, or as soon as the customer replies, whichever comes first. Press Unsnooze in the banner to bring it back early.
Snooze or waiting on customer?
| Use | When |
|---|---|
| Snooze | You need to look again at a set time, whatever the customer does |
| Waiting on customer | You asked the customer something and only need to act when they answer |
Snoozing many tickets
When a courier is delayed, many tickets wait for the same thing. Select them in the ticket list and use More bulk actions > Snooze with the same choices. They all come back at the same time, which makes the follow-up a single job instead of many.
Tips
- Add an internal note before snoozing: "Waiting for courier reply, check Friday."
- Tell the customer when you will be back in touch before you snooze, so they are not left wondering. A short macro for "we are checking with the courier" makes this quick.
- Check the Snoozed view at the end of the week, so nothing stays hidden longer than you meant.
- Snooze many tickets at once from the ticket list after a courier delay. See Update many tickets at once.
- Use a rule to snooze automatically, for example three days after you ask for photos. See Create a rule.
Troubleshooting
"Invalid snooze"
The snooze time must be between one hour and 30 days. Pick one of the options.
A snoozed ticket came back early
The customer replied. That is by design, so no message waits unseen.
Frequently asked questions
When does a snoozed ticket come back?
At the time you picked, such as in four hours or tomorrow, or earlier if the customer writes in. Either way it returns to open and shows up in your open views again, so a snoozed ticket can never hide a new customer message from your team.
What snooze times can I choose?
In 1 hour, In 4 hours, Tomorrow, In 3 days and Next week. Tomorrow means 24 hours from now and Next week means seven days. Bulk snooze from the ticket list offers the same choices, so you can snooze a group of tickets together.
Where do I find my snoozed tickets?
In the Snoozed view under More in the views rail. Each snoozed ticket shows a banner saying when it comes back, for example Snoozed until Friday 10:00. It comes back on its own, or when the customer writes. Press Unsnooze to bring it back now.
Does snoozing stop the SLA clock?
The SLA clock is hidden while a ticket is snoozed or waiting on the customer, rather than paused. Hushdesk shows clocks only on tickets your team needs to act on, so a snoozed ticket does not show as breaching while it is hidden.
Can a rule snooze tickets automatically?
Yes. Snooze is one of the rule actions, for example snooze for three days when an agent replies asking for photos. Snoozed tickets wake up through the same timer that runs time-based rules, at most once a minute.
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Related articles
- Close, reopen and set a ticket's outcomeClose a ticket when it is done, fill in required fields such as the outcome in the Before you close dialog, and reopen it if the customer needs more.
- Update many tickets at onceSelect tickets in the list and assign, tag, close, snooze, mark read or unread, set priority, move to a team, mark as spam or move them to Trash in one go.
- Create a rule to automate ticketsBuild a When, If, Then rule that tags, assigns, prioritises, snoozes or answers tickets automatically, test it on recent tickets and switch it on.
- Set SLA targets for reply and resolution timesCreate SLA policies for first reply and resolution, by channel, priority, tag or queue, counted in business hours or around the clock, and see breaches.
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