Snoozing TicketsUpdated a year ago

Overview

In our support system, the status previously known as "On Hold" is now referred to as "Snoozed." Snoozed tickets are those that require further action from an agent but cannot be completed immediately.

Snoozing a ticket puts it in a temporarily closed state. When the snooze time has elapsed, the ticket will reopen. If the customer replies before this time, the snooze will be canceled, and the ticket will reopen.

This status is most commonly used for conversations that are unresolved or require an agent to follow up at a later date.

WHEN SNOOZING A TICKET- BE SURE TO ADD AN INTERNAL NOTE AS TO WHY THE TICKET IS BEING SNOOZED AND TAG APPROPRIATELY

What Does "Snoozed" Mean?

Besides being set as Open or Closed, tickets can also be Snoozed. This feature is particularly useful when you are:

• Expecting a response from your customer
• Awaiting input from a different team
• Planning to follow up with your customer but do not want the tickets open and cluttering your queue

Snoozing a ticket helps manage your workload by temporarily closing the ticket and then re-opening it under specific conditions.

When Does a Snoozed Ticket Re-open?

A snoozed ticket will re-open if:

• The snooze delay ends
• The customer replies before the snooze delay ends
• An agent re-opens it manually

By using the snooze feature, you can keep your queue organized and ensure timely follow-ups without losing track of pending tasks.

For detailed steps on how to snooze a ticket, click here.