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.

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

   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.

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. Which predefined snooze durations are available?
   You can select 1 Day, 1 Week, or 1 Month.

3. How can I confirm that a ticket was snoozed?
   BoldDesk displays Ticket successfully snoozed. and adds the Snoozed label to the ticket.

4. Can I change the snooze duration after snoozing a ticket?
   Yes. Open More options, select Edit Snooze, choose the new duration or custom date and time, and tap Update.

5. Can I reactivate a ticket before the snooze period ends?
   Yes. Select Unsnooze from the ticket’s More options menu, and then tap Yes, Unsnooze.