Snooze tickets in help desk

What is it?

Support reps can now snooze tickets in help desk to temporarily hide them from views and come back to them later without losing focus. Whether dealing with a spike in ticket volume, wrapping up their day, or waiting on follow-up from another team, snooze gives teams the flexibility to stay focused and organized.

Why does it matter?

Prioritization is a core part of a support agent’s role, with reps often juggling multiple tickets of varying urgency levels throughout their day. With snooze, users can temporarily clear lower-priority tickets from their help desk views with a single click, helping to keep their workspace clear and making it easier to identify what needs attention right now.

How does it work?

To snooze a ticket:

1. Click the “Snooze” button in the top right hand corner on any open ticket. This will remove it from your views.
2. Choose a duration (later today, tomorrow, next week, one week, or set a custom time)
3. The ticket moves to your Snoozed view until it’s unsnoozed.

In addition to the Snoozed view, snoozed tickets will also still appear in help desk search results. You will not receive notifications for tickets while they are snoozed.

A ticket will automatically unsnooze when:

• A customer replies
• The snooze time expires
• You manually unsnooze it
• A note is added
• The ticket is closed

Who gets it?

Seated Service Pro and Service Enterprise users