Overview
We are excited to announce the release of the Auto Unsnooze feature in our CRM. This feature enhances ticket management by ensuring that tickets do not remain snoozed indefinitely, allowing agents to maintain a streamlined workflow.
Note: This is an optional feature that can currently be configured only via the backend. If you would like to enable this feature for your store, please reach out to our support team.
How Does It Work? ⏰
The Auto Unsnooze feature functions as follows:
Customer Reply: When a ticket is snoozed by an agent and the customer replies, the ticket will automatically unsnooze and move to the "Open" status. This ensures that customer responses are promptly addressed without manual intervention from the agent.
Time Limit: If the customer does not reply and the snooze time limit is reached, the ticket will automatically move back to the "Open" status, as it did before this feature was implemented.
Frequently Asked Questions (FAQs)
1: Can I enable or disable the Auto Unsnooze feature myself?
Currently, the Auto Unsnooze feature can only be enabled or disabled via the backend. If you wish to configure this setting, please contact our support team.
2: Will the Auto Unsnooze feature affect all tickets that are snoozed?
Yes, the feature applies to all snoozed tickets. Once the customer replies or the time limit is reached, the ticket will automatically unsnooze and move to "Open."
3: Does the Auto Unsnooze feature change how I snooze a ticket?
No, the process for snoozing a ticket remains the same. The feature simply automates the unsnoozing process based on customer responses or the time limit.
For further assistance or to raise feature requests related to unsnoozing, please contact [email protected].