The Snooze Ticket feature in the BoldDesk Mobile App allows agents to temporarily pause tickets that do not require immediate action. Agents can select a predefined snooze duration or specify a custom date and time.

When the snooze period ends, the ticket is automatically reactivated and resumes normal processing, including applicable SLA rules and automations.

Snoozing a ticket is useful when the ticket requires:

• A follow-up at a later time
• Customer confirmation
• A scheduled callback
• Information from an external source
• Action after a specified date and time

This article explains how to snooze a ticket, confirm its snooze status, change its snooze duration, and unsnooze it in the BoldDesk Mobile App.

Prerequisites

Before snoozing a ticket in the BoldDesk Mobile App, ensure that:

• Your BoldDesk subscription is on the Enterprise plan.
• Your role must include the Snooze ticket permission. An administrator must enable this permission through the BoldDesk web application. Explore more on Managing Roles and Permissions in BoldDesk
• The ticket is not in a Closed status category.

Tickets in a Closed status category cannot be snoozed.

What Happens When a Ticket Is Snoozed

When a ticket is snoozed:

• Its status changes to Snoozed.
• BoldDesk records the ticket’s previous status and the configured Snooze Until date and time.
• The ticket becomes read-only until it is unsnoozed.
• The applicable SLA is paused.
• The ticket is treated as On Hold in dashboards and reports.
• A scheduled process is created to automatically unsnooze the ticket when the configured snooze period ends.
• Snooze, Edit Snooze, and Unsnooze actions are recorded in the ticket history.

The Snoozed status is part of the Snooze Ticket functionality. It cannot be selected manually from the ticket’s Status field.

Snooze a Ticket

To snooze a ticket:

1. Open the required ticket in the BoldDesk Mobile App.

2. Tap More options in the upper-right corner.

   

3. Select Snooze Ticket.

   

4. In the Snooze Ticket dialog, select one of the following options:

   • 1 Day
   • 1 Week
   • 1 Month
   • Custom. For a custom snooze duration:
     • The minimum duration is 4 hours.
     • The maximum duration is 1 year.
     • A previous date and time cannot be selected.

   The calculated resume date and time appear below each predefined duration.

   

5. If you select Custom, specify the required resume date and time.

6. Review the selected duration and resume time.

7. Tap Snooze.

To close the dialog without snoozing the ticket, tap Cancel or the Close icon.

Confirm That the Ticket Is Snoozed

After the snooze action is completed, BoldDesk displays the Snoozed label in the ticket details.

The ticket is successfully snoozed when:

• The Ticket successfully snoozed. confirmation message appears.
• The ticket displays the Snoozed label.

Manage a Snoozed Ticket

Use Edit Snooze to change the resume date and time, or use Unsnooze to reactivate the ticket before the configured resume time.

To view these options:

1. Open the snoozed ticket.

2. Confirm that the ticket displays the Snoozed label.

3. Tap More options in the upper-right corner.

   

Edit the Snooze Duration

Use Edit Snooze when the ticket must resume earlier or later than originally configured.

To edit the snooze duration:

1. From the ticket’s More options menu, select Edit Snooze.

2. Review the current snooze information displayed at the top of the Edit Snooze dialog.

   

3. Select one of the following options:

   • 1 Day
   • 1 Week
   • 1 Month
   • Custom

4. If you select Custom, specify the required resume date and time.

5. Review the updated duration and resume time.

6. Tap Update.

   

To close the dialog without changing the snooze configuration, tap Cancel or the Close icon.

Unsnooze a Ticket

Use Unsnooze when the ticket should be reactivated before the configured resume time.

To unsnooze a ticket:

1. From the ticket’s More options menu, select Unsnooze.

   

2. In the Unsnooze ticket confirmation dialog, review the ticket number.

3. Tap Yes, Unsnooze to confirm the action.

   

To leave the ticket snoozed, tap Cancel or the Close icon.

A snoozed ticket becomes active when any of the following occurs:

• An agent manually unsnoozes the ticket.
• The configured snooze period ends.
• The customer replies by email.
• The customer replies through the Customer Portal.

After the ticket is unsnoozed:

• The ticket returns to the status it had before it was snoozed.
• If the previous status has been deleted, the ticket moves to Open.
• The ticket is no longer read-only.
• Applicable SLA rules and automations resume based on their configurations.

Snoozed, Waiting for Customer, and On Hold

Use each option according to the required ticket workflow:

• Snoozed: Use when the ticket must automatically return for follow-up at a specified date and time.
• Waiting for Customer: Use when progress depends on receiving a response from the customer.
• On Hold: Use when progress is delayed by an external dependency or another factor.

A snoozed ticket is automatically reactivated when the configured Snooze Until time is reached or when the customer replies by email or through the Customer Portal.

Automation Behavior for Snoozed Tickets

Unsnoozing a ticket is treated as a status-update event. Depending on the configured automation rules, unsnoozing can initiate:

• Webhooks
• SLA recalculation
• Update Ticket Triggers

The Snoozed status is available as a condition in Update Ticket Triggers. It is not available in Create Ticket Triggers or Auto Assignment rules.

For example, an administrator can configure an Update Ticket Trigger to notify the assigned agent when a ticket resumes from a snoozed state:

Condition

• Status changes from Snoozed to Any

Action

• Send an email notification to the assigned agent

Troubleshooting

The Snooze Ticket Option Is Not Displayed

Confirm that:

• You opened the ticket’s More options menu.
• The ticket is not already snoozed.

If the ticket is already snoozed, the menu displays Unsnooze and Edit Snooze instead of Snooze Ticket.

The Snooze Duration Is Incorrect

Open the snoozed ticket, tap More options, and select Edit Snooze. Select the required duration or custom date and time, and then tap Update.

The Ticket Should Resume Before the Configured Time

Open the snoozed ticket, tap More options, and select Unsnooze. Tap Yes, Unsnooze in the confirmation dialog.

Frequently Asked Questions

1. Where can I find Snooze Ticket in the BoldDesk Mobile App?

   Open the required ticket, tap More options in the upper-right corner, and select Snooze Ticket.

2. Why is the Snooze Ticket option unavailable?

   Confirm that your BoldDesk subscription is on the Enterprise plan, your role includes the Snooze ticket permission, and the ticket is not in a Closed status category. If the ticket is already snoozed, the menu displays Edit Snooze and Unsnooze instead.

3. Which predefined snooze durations are available?

   You can select 1 Day, 1 Week, or 1 Month. You can also select Custom to specify a future date and time.

4. What is the supported custom snooze duration?

   The minimum custom snooze duration is 4 hours, and the maximum is 1 year. You cannot select a previous date and time.

5. How can I confirm that a ticket was snoozed?

   BoldDesk displays the Ticket successfully snoozed. confirmation message and adds the Snoozed label to the ticket.

6. Can I update a ticket while it is snoozed?

   No. Snoozed tickets are read-only. Macros, bulk updates, and system automations cannot update them while they remain snoozed.