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.

Step-by-Step Setup in BoldDesk

1. Create a Custom Field: Snooze Until

• Navigate to Admin > Ticket Fields
• Click Add Field
• Select Date-Time Picker
• Set the label as Snooze Until
• Make it optional and visible to agents
• 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

• Go to Admin > Ticket Status
• Click Add Status
• Name it Follow-up Scheduled
• Set the category to On Hold
• Choose a color and icon if desired
• 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 Until field 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:

1. Snooze Until is greater than or equal to Current Date-Time
2. Status is Follow-up Scheduled

Actions:

1. Change status to Open
2. Send email to assigned agent (see below)
3. (Optional) Add a tag like auto-reopened

5. Send Email Notification to Assigned Agent

In the Actions section of the automation rule:

1. Action Type: Send Email
2. To: Assigned Agent
3. Subject: Ticket #{{ticket.id}} Reopened for Follow-up
4. 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

Benefits of This Setup

• Ensures timely follow-ups without manual tracking
• Keeps the active ticket queue organized
• Enhances agent productivity and operational efficiency

Optional Enhancements

• Create a view or filter for tickets with Follow-up Scheduled status
• Use macros to streamline the snooze process
• Monitor snoozed tickets through custom reports