My company uses Hubspot ticketing to triage our customer’s account cases between internal teams. Salesforce has a function that allows you to “snooze” a ticket for a custom amount of time in a specific status using a time/date property within a ticket, so that the ticket will go into one status for a determined amount of time and then revert back into another status after that time is up.
This was an extremely helpful funciton for queue management and for followups and I’d love for Hubspot to develop this feature as well. Hubspot does allow for something similar using Workflows, however the workflow only allows you to set a case in a specific status for a static amount of time for all tickets, whereas I’m looking for something that can handle a dynamic time/date based on the context of the ticket.
Hi there! Sophie from the Service Hub product team here. Snooze is currently in private beta in help desk for seated Service Pro and Service Enterprise users. Here’s some more information about this beta:
To snooze a ticket:
Click the “Snooze” button in the top right hand corner on any open ticket in help desk. This will remove it from your views.
Choose a duration (later today, tomorrow, next week, one week, or set a custom time)
The ticket moves to your Snoozed view until it’s unsnoozed.
In addition to the Snoozed view, snoozed tickets will also still appear in help desk search results. You will not receive notifications for tickets while they are snoozed. Snooze does not impact SLAs, which will continue counting down while a ticket in snoozed. The snooze action is not available on the ticket record.
A ticket will automatically unsnooze when:
A customer replies
The snooze time expires
You manually unsnooze it
A note is added
The ticket is closed
You can request access to this beta by searching for “snooze tickets in help desk” in the product updates section of your portal.
@AAlbano25 if you’re willing to share any more details, I’d be curious to know if you try the beta out, and if it solves for you and your team. If not, I’d also like to hear more about the dynamic snooze functionality you mention above- do you have any examples of how that would ideally work? Thanks!