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!