Last updated: December 5, 2025
Available with any of the following subscriptions, except where noted:
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Service Hub
Professional, Enterprise
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Seats required
Snooze tickets in help desk to easily manage low-priority tickets and improve your team's focus.
Snoozed tickets are temporarily hidden from your main views and moved to a dedicated Snoozed view. For example, support reps may want to snooze tickets while they are waiting on a customer reply or waiting for information from another team. Snoozing tickets allows your team to focus on tickets they can action immediately.
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 in snoozed.
- Snooze is only available in help desk; this action is not available on the ticket record.
Seats required A Service Seat is required to snooze tickets in help desk.
Snooze a ticket
- In your HubSpot account, navigate to Service > Help Desk.
- Click a ticket to view the corresponding conversation.
- In the top right, click the Snooze icon.
- 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 moved into the Snoozed view until it is unsnoozed.
View snoozed tickets
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 the view Snoozed.
The default Snoozed view only displays tickets that you have snoozed. It does not include tickets snoozed by other users.
To view tickets snoozed by others, you can create a custom view in help desk and use the Snoozed by property filter. You can configure this custom view to filter for tickets snoozed by individual users or multiple users.
Learn more about creating custom views in help desk.
Unsnooze a ticket
Please note: a ticket will automatically unsnooze when:
- The snooze duration expires.
- A customer responds to the conversation.
- The ticket is Closed.
To manually unsnooze a ticket:
- In your HubSpot account, navigate to Service > Help Desk.
- Click a ticket to view the corresponding conversation.
- In the top right, click Unsnooze.
