Snooze a ticket

Snooze tickets until a follow-up time. They leave open queues but stay open—customers never see snooze.

Park a ticket until a follow-up time without closing it. While snoozed, the ticket leaves your open-work queues (My queue, Unassigned, Needs response, Waiting on customer) but stays open for when you’re ready.

Customers never see that a ticket is snoozed—it does not appear in email, channels, or the self-service portal.

When to use snooze

You’ll follow up later (for example after a shipping update or an internal decision).
You’re waiting on an external event and don’t want the ticket cluttering open queues.
You want a deliberate pause without closing the conversation.

Steps

Open the ticket.
Choose Snooze and pick a future date and time (up to 90 days ahead).
Confirm. The ticket shows Snoozed until … and moves out of normal open-work views.
To change the time, snooze again with a new date—this reschedules the existing snooze.
To bring it back early, use Unsnooze, or wait until the timer ends.

Finding snoozed tickets

Open the Snoozed view in the inbox. This is a fixed tab (not a custom preset filter). It lists tickets that are currently snoozed, with when each one is due to return.

Default open-work views exclude snoozed tickets. Learn more in Custom preset filters.

When snooze ends

What happens	Result
The snooze 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.
The customer or a CC’d participant replies	Snooze clears immediately so the reply isn’t 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. That way you can reply and then snooze without the snooze disappearing.

Edge cases

Snooze is only available on open tickets that aren’t spam.
You can’t 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.

Tip

Use Snoozed as a daily check for what you’ve parked—and rely on the timer (or a customer reply) to bring important follow-ups back into Needs response or My queue.

Snooze a ticket

Snooze tickets until a follow-up time. They leave open queues but stay open—customers never see snooze.

Snooze a ticket

Snooze tickets until a follow-up time. They leave open queues but stay open—customers never see snooze.

Customers never see that a ticket is snoozed—it does not appear in email, channels, or the self-service portal.

When to use snooze

You’ll follow up later (for example after a shipping update or an internal decision).
You’re waiting on an external event and don’t want the ticket cluttering open queues.
You want a deliberate pause without closing the conversation.

Steps

Open the ticket.
Choose Snooze and pick a future date and time (up to 90 days ahead).
Confirm. The ticket shows Snoozed until … and moves out of normal open-work views.
To change the time, snooze again with a new date—this reschedules the existing snooze.
To bring it back early, use Unsnooze, or wait until the timer ends.

Finding snoozed tickets

Open the Snoozed view in the inbox. This is a fixed tab (not a custom preset filter). It lists tickets that are currently snoozed, with when each one is due to return.

Default open-work views exclude snoozed tickets. Learn more in Custom preset filters.

When snooze ends

What happens	Result
The snooze 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.
The customer or a CC’d participant replies	Snooze clears immediately so the reply isn’t 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. That way you can reply and then snooze without the snooze disappearing.

Edge cases

Snooze is only available on open tickets that aren’t spam.
You can’t 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.

Tip

Use Snoozed as a daily check for what you’ve parked—and rely on the timer (or a customer reply) to bring important follow-ups back into Needs response or My queue.