Temporarily hiding a ticket until a set time, when it resurfaces in the queue automatically.
Snooze keeps low-priority or waiting tickets out of the active view without losing them — part of a clean ticketing workflow.
Why it matters
An inbox cluttered with tickets nobody can act on yet is hard to triage — the cases that need attention now get buried under ones that are simply waiting. Snooze removes the noise without the risk of “mark as done and hope I remember,” which is how follow-ups get dropped. The ticket isn’t closed; it’s just deferred to a moment when work on it can actually resume.
How it works
You pick a time — later today, next Monday, a specific date — and the ticket disappears from the active queue until then. At that moment it returns to the top of the queue, usually marked so the agent can see it’s back. Snooze typically clears early if the customer replies in the meantime, so you’re never hiding an active conversation. It pairs naturally with a waiting status but differs from it: a snooze has a deadline, while a plain status change does not. Good implementations let you snooze from a keyboard shortcut, offer sensible presets alongside a custom date, and keep the original snooze reason visible when the ticket returns so the agent isn’t re-reading the whole thread to remember why it was parked.
When to use it
An e-commerce store tells a customer their replacement ships Thursday. There’s nothing to do until then, so the agent snoozes the ticket to Thursday afternoon. It vanishes from the queue, the agent stops re-reading it every morning, and it resurfaces right when it’s time to confirm the shipment went out — or sooner, if the customer writes back first.
Snooze and SLAs
Snoozing hides a ticket but doesn’t excuse it. A well-behaved help desk keeps the SLA clock honest: time spent snoozed while waiting on the customer normally pauses the clock, but time you snooze a ticket that’s actually yours to act on should still count against your targets. Treat snooze as a focus tool, not a way to stop the timer.