How to snooze a ticket
Last updated October 7, 2026
Overview
Snoozing a ticket sets it aside until a time you choose. Use it when you are waiting on a customer's reply or on a fix that is still in progress: the ticket leaves your active inbox, so your team can focus on what needs attention now, and you can find it again in the "Snoozed" view.
Key Features
- Snooze until a chosen time: Pick a preset or choose "Custom time..." to set the exact date and time the ticket should come back.
- Future dates only: Past dates are greyed out in the calendar, so you can only snooze forward in time.
- 24-hour time picker: Set the hour and minutes in a 24-hour clock (for example, 23 for 11 PM).
- Snoozed view: Snoozed tickets are listed in the "Snoozed" view in the left navigation panel. The counter shows how many tickets are waiting there.
- Keyboard shortcut: Press "T" then "H" to open the snooze option.
How to snooze a ticket
- In the inbox, locate the ticket and click "Show More" (ellipsis icon) on the ticket row.
- Select "Snooze ticket...". Alternatively, press "T" then "H".
- Choose when the ticket should come back. Select a preset, or select "Custom time..." to choose the exact moment.
- If you selected "Custom time...", set the date and time:
- Date: Pick a date on the calendar. Past dates are greyed out.
- Hour: Click into the hour column and scroll to the hour you need. The picker uses a 24-hour clock, for example 23 for 11 PM.
- Minutes: Pick the minutes in the minutes column, for example 59.
- Click "Confirm". The ticket leaves your active inbox.
FAQs & Troubleshooting
Where did my ticket go after I snoozed it?
Snoozed tickets leave the active inbox. Open "Snoozed" in the left navigation panel to see them.
Why can't I select some dates?
Past dates are greyed out. You can only snooze a ticket forward in time.
How do I set a time in the afternoon or evening?
The time picker uses a 24-hour clock. For example, select 15 for 3 PM or 23 for 11 PM.
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