Snoozing Tickets

Snooze tickets to set them aside and get notified when you need to revisit them later. You can choose from preset snooze durations or create your own custom snooze periods.

Snoozing tickets removes them from your default Views and places them in your My Snoozed Tickets View until the snooze period ends. You can add the Snoozed Tickets filter to Views to include or show only snoozed tickets.

Notes:

Snoozed tickets do not auto-route while they are snoozed. Learn more about Automatic Ticket Routing.
Time-related triggers in Spotter do not count the duration in which a ticket is snoozed.

Important

To snooze tickets, you must be an administrator or have a custom role with Snooze tickets enabled in the Tickets permissions.

Snoozing a Ticket

You can snooze a ticket directly from its footer. Customize the ticket's snooze settings, choose the amount of time it will be snoozed for, then snooze it.

Show me how

Go to the relevant ticket.
Click the Snooze icon in the footer or click the Actions icon and select Snooze ticket.
(Optional) Set custom snooze settings:
1. Click the Settings icon next to Snooze Ticket.
2. Click the toggle next to the relevant options to enable them:
  - Unsnooze ticket if customer replies: The ticket will no longer be snoozed if the customer replies.
  - Work week starts on Monday: When snoozing tickets until Next Week, tickets become unsnoozed on Monday. Disable this setting to have tickets unsnoozed on Sunday.
  - Send notification when snooze expires: When the snooze period ends, send in-app notifications to team members who:
    - Are following the ticket
    - Are assigned to the ticket or are in the group the ticket is assigned to
    - Snoozed the ticket
(Optional) Click the Change status to Open when snooze expires checkmark to enable or disable it:
- Enabled: (Recommended) The status of the ticket changes to Open when it is no longer snoozed.
- Disabled: The status of the ticket does not change when it is no longer snoozed.
Choose a default snooze time or set a custom snooze date & time:
- Default snooze time: Choose from the following options:
  - Later Today: Snooze the ticket for 3 hours.
  - Tomorrow: Snooze the ticket until tomorrow at 8 am.
  - Next Week: Snooze the ticket until the start of the next week at 8 am.
    Note: The week starts on Sunday or Monday, depending on your Snooze Settings (see step 3 above).
- Custom snooze date & time: Set the custom snooze date and time:
  1. Click Choose date & time.
  2. Select the date on the calendar that the ticket will no longer be snoozed.
  3. Select the time that the ticket will no longer be snoozed.
Click the relevant snooze button that appears next to Cancel:
- Snooze Ticket: (If no team members are active in the ticket) Snooze the ticket.
- Snooze & End Session: (If you're the only active team member in the ticket) Snooze the ticket and end the session.
- Snooze & Leave: (If multiple team members are active in the ticket) Snooze the ticket and leave the session.

Note: To take a ticket off snooze, click the Snooze icon

in the footer of the ticket and select Unsnooze.

Snoozing Multiple Tickets

You can snooze up to 50 tickets at a time after selecting them from your ticket lists.

Show me how

Click the One Inbox icon in the side panel on the left.
(Optional) Click the Language icon and select a language.
Select a View on the left.
(Optional) Click the Layout drop-down next to the Search field and select a layout (Split pane, List, or Table).
Hover over the customer image or initials on the first ticket you want to snooze and click the checkbox.
Select up to 50 tickets that you'd like to snooze.
Click Snooze in the footer menu.
(Optional) Set custom snooze settings:
1. Click the Settings icon next to Snooze Ticket.
2. Click the toggle next to the relevant options to enable them:
  - Unsnooze ticket if customer replies: The ticket will no longer be snoozed if the customer replies.
  - Work week starts on Monday: When snoozing tickets until Next Week, tickets become unsnoozed on Monday. Disable this setting to have tickets unsnoozed on Sunday.
  - Send notification when snooze expires: When the snooze period ends, send in-app notifications to team members who:
    - Are following the ticket
    - Are assigned to the ticket or are in the group the ticket is assigned to
    - Snoozed the ticket
(Optional) Click the Change status to Open when snooze expires checkmark to enable or disable it:
- Enabled: (Recommended) The status of the ticket changes to Open when it is no longer snoozed.
- Disabled: The status of the ticket does not change when it is no longer snoozed.
Choose a default snooze time or set a custom snooze date & time:
- Default snooze time: Choose from the following options:
  - Later Today: Snooze the ticket for 3 hours.
  - Tomorrow: Snooze the ticket until tomorrow at 8 am.
  - Next Week: Snooze the ticket until the start of the next week at 8 am.
    Note: The week starts on Sunday or Monday, depending on your Snooze Settings (see step 3 above).
- Custom snooze date & time: Set the custom snooze date and time:
  1. Click Choose date & time.
  2. Select the date on the calendar that the ticket will no longer be snoozed.
  3. Select the time that the ticket will no longer be snoozed.
Click Snooze Tickets.

Note: To take a ticket off snooze, click the Snooze icon

in the footer of the ticket and select Unsnooze.

The My Snoozed Tickets View

Tickets you've snoozed that are currently still snoozed appear in your My Snoozed Tickets View. By default, ticket lists in this View are sorted with tickets that are closest to the end of their snooze time/date at the top of the list.

Tell me more

Adding the Snoozed Tickets Filter to Views

Add the Snoozed Tickets filter to your Views to include or show only snoozed tickets. You can also choose to include or show only tickets that were snoozed by specific team members.

Show me how

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Wix Answers Help Center

Snoozing Tickets

Snoozing a Ticket

Snoozing Multiple Tickets

The My Snoozed Tickets View

Adding the Snoozed Tickets Filter to Views

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