Tutorial
Snooze a ticket until follow-up time
Not every waiting ticket belongs in My queue—park follow-ups until a set time, keep the conversation open, and bring work back when you are ready.
Some tickets are not ready for a reply today, but they are not done either. A shipping update lands next week. Legal needs to weigh in. You are waiting on a vendor callback. Closing the thread feels wrong, and leaving it in My queue or Needs response trains you to ignore real work.
Snooze parks an open ticket until a follow-up time you choose. While snoozed, it leaves your open-work queues but stays open. Customers never see that a ticket is snoozed. It does not appear in email, channels, or the self-service portal.
See the product update for what shipped.
When snooze fits
Snooze is for deliberate pauses, not for hiding problems:
| Situation | Why snooze |
|---|---|
| Follow up later | You promised a check-in after a carrier scan or an internal decision |
| Waiting on an external event | A partner API, a bank transfer, or a conference reply is not in your control today |
| Ball in your court, but not now | You need to reply eventually, yet the ticket should not clutter today’s triage |
Snooze is not a substitute for Waiting on customer. If the next step is on the customer, use that filter so the whole team reads the thread the same way. Snooze is for when the ticket should leave active queues until a time you pick.
How to snooze a ticket
- Open the ticket.
- Choose Snooze in the top-right of the ticket page (you can also open Snooze from the right side of the inbox filter bar).
- Pick a future date and time, up to 90 days ahead.
- Confirm. The ticket shows Snoozed until … and drops out of normal open-work views.
To change the time, snooze again with a new date. That reschedules the existing snooze. To bring the ticket back early, use Unsnooze, or wait until the timer ends.
Where snoozed tickets go
Default open-work views exclude snoozed tickets: My queue, Unassigned, Needs response, and Waiting on customer stay focused on work that is due now.
Open the Snoozed view in the inbox to see everything you have parked. It is a fixed tab, not a custom preset filter, and it lists each snoozed ticket with when it is due to return. A quick daily pass through Snoozed catches follow-ups you scheduled on purpose.
If you are still learning the predefined inbox filters, think of Snoozed as the parking lot beside your active triage map.
What happens when snooze ends
| Event | Result |
|---|---|
| Timer expires | The ticket returns to open work as needing a response. The assignee and the person who snoozed it get an in-app notification. |
| Customer or CC participant replies | Snooze clears immediately so the reply is not missed. |
| You unsnooze manually | The ticket returns to open work right away. |
| You close the ticket or mark it as spam | Snooze clears. |
Your own reply does not clear snooze. You can answer the customer, then snooze without the timer disappearing. That pattern helps when you send a holding message and want the ticket out of Needs response until the real follow-up date.
Edge cases worth knowing
- Snooze is only available on open tickets that are not spam.
- You cannot snooze into the past, or more than 90 days ahead.
- Inactivity reminders and auto-close (when enabled on an inbox) do not run while a ticket is snoozed. Time spent snoozed does not count against those timers.
A simple triage habit
When you open the inbox:
- Work My queue and Needs response for what is due today.
- Glance at Snoozed for tickets you parked on purpose.
- When something is not actionable until a known date, snooze it instead of letting it age in an open-work filter.
That keeps counts honest, respects first response norms without pretending every thread needs attention today, and still brings important follow-ups back automatically.
For step-by-step detail, see Snooze a ticket in the Help Center.