Snoozing sets a ticket aside without sending anything — it moves the ticket to Later and brings it back to Now on its own the next day, so it’s off your plate without you having to remember it.
Snooze a ticket
- Open the ticket you want to set aside. It must be Open — snoozing isn’t offered on closed tickets.
- Make sure Reply is selected in the composer’s Reply / Note toggle (Snooze only appears in Reply mode).
- Click the caret next to the Send button to open the dropdown.
- Click Snooze until tomorrow.
- You don’t need to type anything first — the message box can be empty. Snoozing never sends a message.
What happens next
- The ticket moves to Later immediately and the ticket window closes.
- It’s set to wake — return to Now — at midnight tomorrow, in your own device’s local time zone.
- A reply from either side, or a scheduled reply going out, cancels a pending snooze automatically; the ticket’s Now/Later state then follows that action instead.
- A snoozed ticket is exempt from auto-close (Settings → Tickets → Automations) even past its idle-days limit — it’s still waiting on you, not the customer.
Changing your mind
There’s no separate “un-snooze” button. If you need to act on a snoozed ticket before its wake time, switch the queue’s Activity toggle to Later and open it directly — everything in it is fully up to date, only its Now/Later placement stays Later until the wake time passes (or until the customer replies, whichever comes first).