Snoozing & on hold
Take a ticket out of the inbox temporarily and have it come back when it suits you — or when the customer replies.
Sometimes you can't finish a ticket right away — you're waiting on a customer, a supplier, or a certain time. Put the ticket on hold so it leaves the inbox temporarily and comes back when needed, instead of sitting there cluttering your overview.
Put on hold
Choose Snooze at the top of the ticket (or Z) and pick when it should return — e.g.
tomorrow, in a few days, or on a specific date. The ticket moves to the On hold folder until
then.
When the ticket comes back
- At the chosen time — the ticket reappears at the top of your inbox when the timer runs out.
- When the customer replies — tickets waiting for a reply reopen automatically as soon as a new reply arrives, so you don't miss it.
FAQ
What's the difference between "on hold" and "resolved"? On hold means the ticket is unfinished but will return later. Resolved means it's handled. See Working with tickets.
Does the customer see that a ticket is on hold? No, it's internal organization only.