BetaSnooze tickets in help desk

Snooze tickets in help desk to temporarily hide low-priority tickets and help your team focus on tickets that require immediate action.

When a ticket is snoozed, it is removed from your main help desk views and moved to a dedicated Snoozed view until it is automatically or manually unsnoozed. For example, support reps may want to snooze tickets while they are waiting on a customer reply or waiting for information from another team.

Please note: if you're a Super Admin, you can opt your account into the Snooze tickets in help desk beta.

Before you get started

• Snoozed tickets will still appear in search results.
• You will not receive notifications for tickets while they are snoozed.
• Snoozing a ticket does not impact its SLA, which will continue to be applied while a ticket is snoozed.
• Snoozing a ticket does not impact a users ticket impact capacity limits, snoozed tickets still count towards the limit. 
• Snooze is only available in help desk; this action is not available on the ticket record.

Configure snoozing settings

Manage how snoozing affects ticket visibility across your account.

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the Help desk customization section, click Snooze. Then, select an option:
   • Snooze for everyone (Default): snoozed tickets will be removed from all views and be moved to the Snoozed view in help desk. When this setting is enabled:
     • The default Snoozed view is shared across all users.
     • All snoozed tickets appear in the shared Snoozed view.
     • All users can manually unsnooze snoozed tickets.

1. • Snooze for individuals: snoozed tickets are hidden only for the user who snoozed them. The ticket remains visible to all other users in the account. When this setting is enabled:
     • The default Snoozed view is personalized for each user.
     • Only tickets that you snoozed will appear in your Snoozed view.
     • Only the user who snoozed a ticket can manually unsnooze it.
     • Views and ticket counts may differ between users.
       
       
       

Snooze a ticket

1. In your HubSpot account, navigate to Service > Help Desk.
2. Click a ticket to view the corresponding conversation.
3. In the top right, click the Snooze icon.
   
   
   
4. Select a duration (e.g., Later today, Next week). To snooze the ticket for a custom duration, click Custom and select a date and time. Then, click Save.

The ticket will be moved into the Snoozed view until it is unsnoozed.

View snoozed tickets

Please note: the tickets displayed in the Snooze view will depend on your account's snooze setting.

To view your snoozed tickets:

• In your HubSpot account, navigate to Service > Help Desk.
• Click a ticket to view the corresponding conversation.
• In the left sidebar menu, click Snoozed.

Unsnooze a ticket

Understand automatic unsnoozing

• • The selected snooze duration expires.
  • A customer responds to the conversation.
  • The ticket is Closed.

Manually unsnooze a ticket

Please note: manual unsnoozing permissions depend on your account's snooze setting.

To manually unsnooze a ticket:

1. In your HubSpot account, navigate to Service > Help Desk.
2. Click a ticket to view the corresponding conversation.
3. In the top right, click Unsnooze.