The Snooze Ticket feature in BoldDesk lets agents temporarily suspend ticket activity until a specified date and time. Snoozing helps ensure tickets do not get unintentionally handled during waiting periods, while keeping SLA, automations, reporting, and audit history consistent. This article explains how to snooze and unsnooze tickets, what changes in the agent portal, and how the system behaves while a ticket is snoozed.

Prerequisites

• Your BoldDesk plan must be Enterprise.
• The ticket must not be in a Closed status category (Closed status category tickets cannot be snoozed).
• Your role must include the permission Snooze ticket.
  
  
  
  
  

What Happens When You Snooze a Ticket

When an agent snoozes a ticket:

• The ticket status transitions to Snoozed (treated as On Hold behavior for dashboards and reports).
• The ticket becomes read-only for agents while it remains snoozed.
• BoldDesk stores:
  • The Snoozed Until time (Snooze Until)
  • The ticket’s previous status (used to restore the ticket when unsnoozed)
• A scheduler entry is created to automatically unsnooze the ticket when the snooze time ends.

Snooze Duration Options

Agents can snooze tickets using one of the following:

• 1 Day
• 1 Week
• 1 Month
• Custom Date & Time (available for up to 1 year with a minimum duration of 4 hours). The custom date selection does not allow choosing a previous date.

Snooze a Ticket

1. Sign in to the Agent Portal.

2. Open the ticket you want to snooze.

3. In the ticket detail view, select Snooze Ticket.
   
   

   
   
   

4. Choose a snooze duration and select Confirm Snooze.

   • 1 Day, 1 Week, 1 Month, or Custom Date & Time
     
     
     
     
     

Edit Snooze

1. Sign in to the Agent Portal.
2. Open the snoozed ticket.
3. Select Edit Snooze.
   
   
   
   
   
4. Select a new snooze duration. You can change the date/time or select a preset to snooze.
5. Confirm the change by clicking on Update.
   
   
   
   
   

Unsnooze a Ticket

1. Sign in to the Agent Portal.
2. Open the snoozed ticket.
3. Select Unsnooze Ticket.
   
   
   
   
   
4. Confirm to Unsnooze by clicking Yes Unsnooze
   
   
   
   
   

How a Ticket is Unsnoozed

A ticket is unsnoozed when any of the following occurs:

Agent Portal

• An agent manually unsnoozes the ticket
• The scheduled snooze time expires

Customer Portal

• The customer replies via email
• The customer replies via the customer portal

Visibility, Reporting, and Filtering

• Snoozed tickets are treated as On Hold for dashboards and reports
• Snoozed tickets remain visible in All Tickets
• A new filter property is available: Snooze Until
• The Snooze Until property is exposed in:
  • Agent portal
  • Automations
  • SLA engine
  • Exports

Snooze ticket Automation Behaviour

• Unsnooze is treated as a status update event
• Event performer is recorded as:
  • The snoozing user (if available), or
  • System automation (if user is not available)
• Unsnooze can trigger:
  • Webhooks
  • SLA recalculation
  • Event automations

Use Cases

1. Waiting for a Customer Response

• An agent snoozes a ticket for 1 Week while waiting for customer input.
• The ticket becomes read-only and is treated as On Hold in reporting.
• If the customer replies by email before the week ends, the ticket unsnoozes automatically and restores the previous status.

2. Follow-up at a Specific Time

• An agent snoozes a ticket using Custom Date & Time.
• At the snooze end time, BoldDesk automatically unsnoozes the ticket and returns it to the previous status.
• If the previous status no longer exists, the ticket moves to Open.

3. Adjusting the Snooze Window

• An agent changes the snooze duration to extend the waiting period.
• Updating the snooze time triggers an unsnooze/edit snooze flow and ensures the latest schedule is applied.

Troubleshooting Common Errors

“Snooze Ticket” Option is not visible

• Verify your role includes the Snooze ticket permission.
• Confirm the ticket is not in a Closed status category.

Unable to edit a snoozed ticket

• This is expected behaviour. Snoozed tickets are read-only for agents.
• To resume work, Unsnooze Ticket (or wait for automatic unsnooze).

Scheduler-based snooze did not occur at the expected time

Confirm the snooze time is correct and time zone-aware.

Frequently Asked Questions

1. Can I snooze a closed ticket?
   No. Tickets in a Closed status category cannot be snoozed.

2. Can agents edit a ticket while it is snoozed?
   No. Snoozed tickets are read-only for agents until unsnoozed.

3. What events can automatically unsnooze a ticket?
   Scheduled snooze expiration, customer reply via email, customer reply via customer portal, or an agent updating the snooze duration.

4. What happens to the ticket status after unsnooze?
   The ticket returns to its previous status. If that status was deleted, the ticket moves to Open.

5. How does snooze affect dashboards and reports?
   Snoozed tickets are treated as On Hold for dashboards and reports.

6. Can I filter tickets by snooze date/time?
   Yes. Use the filter property Snooze Until (available in the agent portal, automations, SLA engine, and exports).

7. Does snooze create new audit tables or new history tracking?
   No. Snooze/unsnooze is tracked using the existing status change log/history.

8. Is there a maximum and minimum period for snoozing a ticket?
   Yes. The minimum duration is a custom time of 4 hours, whereas the maximum duration is a custom period of 1 year.

Related Articles

1. Advanced Filters in BoldDesk: How to Apply and Save
2. Predefined Default Ticket Views or Filters in BoldDesk
3. Customize and Reorder Columns in BoldDesk Ticket Grid View