How to Implement a 'Snooze Ticket' Workflow in BoldDesk
In support scenarios, agents may occasionally need to pause a ticket and revisit it at a later time. BoldDesk facilitates this through a structured “Snooze Ticket” workflow that leverages custom fields, statuses, and automation rules. This setup enables agents to defer tickets until a specified date and time, at which point the system automatically reopens the ticket and notifies the assigned agent for timely follow-up.
Benefits of this Setup
- Ensures timely follow-ups without manual tracking
- Keeps the active ticket queue organized
- Enhances agent productivity and operational efficiency
Step-by-Step Setup in BoldDesk
Follow the steps below to achieve this set-up.
1. Create a Custom Field: Snooze Until
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Navigate to Admin > Ticket Fields
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Click Add Field
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Select Date-Time Picker
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Set the label as
Snooze Until -
Make it optional and editable to agents after ticket is submitted
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Save the field
This field will store the date and time when the ticket should be reopened.
2. Add a Custom Status: Follow-up Scheduled
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Go to Admin > Fields and Forms > Ticket Field > Status
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Click Add Status
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Name it
Follow-up Scheduled -
Set the category to
On Hold -
Choose a color and icon if desired
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Save the status
This status indicates that the ticket is snoozed and pending follow-up.
3. Agent Workflow for Snoozing a Ticket
When an agent needs to snooze a ticket:
- Set the
Snooze Untilfield to the desired future date and time - Change the ticket status to
Follow-up Scheduled - Optionally, add an internal note for context
4. Create a Time-Based Automation Rule
To automatically reopen snoozed tickets:
- Navigate to Admin > Automation > Time Triggers
- Click Add Rule
Rule Configuration:
- Name: Reopen Snoozed Tickets
Condition:
Snooze UntilisExecution Date and TimeStatusisFollow-up Scheduled
Actions:
- Set status to
Open - Send email to user {assigned agent} (see below)
- (Optional) Add a tag like
auto-reopened
5. Send Email Notification to Assigned Agent
In the Actions section of the automation rule:
- Action Type: Send Email
- To: Assigned Agent
- Subject:
Ticket #{{ticket.id}}Reopened for Follow-up - Body:
Hello {{agent.name}},
The ticket #{{ticket.id}} ({{ticket.subject}}) has been reopened as the snooze period has ended.
Please review and take the necessary action.
Regards,
Support Team
5. Click on save to add the trigger and the automation rule will be added.
Optional Enhancements
- Create a view or filter for tickets with
Follow-up Scheduledstatus - Use macros to streamline the snooze process
- Monitor snoozed tickets through custom reports
FAQs
Q1: Can customers see the Snooze Until field?
No. This field is typically internal and only visible to agents unless specifically configured to be visible to customers.
Q2: What happens if an agent snoozes a ticket without selecting a date?
The automation rule will not trigger because the Snooze Until field is required for scheduled reopening.
Q3: Is it possible to disable the auto-reopen behavior?
Yes. Simply remove or deactivate the time-based automation rule.
Q4: Can multiple agents snooze the same ticket?
Yes. The last updated Snooze Until timestamp controls when the ticket will reopen.
Q5: What if the automation runs while the ticket is closed by the customer?
You can add additional conditions, such as Status must equal Follow-up Scheduled, to avoid reopening irrelevant tickets.
