You can now snooze open tickets until a follow-up date and time you choose. Snoozed tickets leave your open-work queues but stay open, and customers never see that a ticket is snoozed.

Use snooze when you will follow up later, when you are waiting on an external event, or when you want a deliberate pause without closing the conversation. Pick a time up to 90 days ahead from Snooze on the ticket page (top right) or from the right side of the inbox filter bar. Reschedule by snoozing again, or bring a ticket back early with Unsnooze.

Open the fixed Snoozed inbox tab to review parked tickets and when each one returns. When the timer ends, the ticket comes back as needing a response and the assignee and snoozer get an in-app notification. Customer or CC replies clear snooze immediately so nothing is missed.

For setup, edge cases, and how snooze interacts with auto-close, see Snooze a ticket. For a practical walkthrough and triage habits, see Snooze a ticket until follow-up time.