Snoozing a chat involves temporarily setting it aside, removing it from the active queue, and scheduling it to reappear at a later time or date. This feature helps manage chat volumes, allowing agents to prioritise and focus on more immediate or pressing chats.

To snooze tickets, follow these steps:

1. Access "Help desk" and select any chat.

2. Use the "Snooze ticket" button to snooze the particular chat.

3. You can select the snooze duration (e.g., until 30 minutes, custom date and time).
4. Click the "Snooze" button to successfully snooze the chat.

To view the snoozed tickets:
Help desk → Filter → Snoozed

To unsnooze tickets, follow these steps:

1. Access "Help Desk" and select a snoozed chat using the snoozed filter.

2. Use the "Snooze ticket" button to unsnooze the particular chat.

3. Click on "Unsnooze" to successfully unsnooze the chat.

1) How long can I snooze a ticket for?

You can snooze for a maximum of 7 days from the starting date.

2) Can I snooze multiple tickets at once?

No, you cannot snooze multiple tickets in bulk. You can only snooze multiple tickets one by one.

3) Can I customise snooze settings?
Yes, you can customise the duration of snooze tickets, such as until 30 minutes, until 1 hour, or with a custom range for date and time.

4) What happens to a snoozed ticket when it reappears?

When a snoozed ticket reappears, it returns to the active queue, and agents can resume working on it.

5) What happens to a snoozed ticket if it receives a new message or update?

When a snoozed ticket receives a new message or update, it typically remains snoozed and does not reappear in the active queue.

6) What happens if I accidentally snooze a ticket?
If you accidentally snooze a ticket, you can usually unsnooze it to return it to the active queue by following the steps mentioned above.

7) Can I snooze a ticket that is already closed?

Yes, you can snooze closed tickets as well.

For further assistance or to raise feature requests related to snooze tickets, please contact [email protected]