Snooze Gorgias ticketsUpdated 18 days ago

Tickets in Gorgias can be open, closed, or snoozed. An open ticket usually means the customer is waiting on a reply or an agent is actively working on it, and once the issue has been resolved and no further action is needed, you can close the ticket to remove it from your queue. Snoozing a ticket is perfect for when you're not quite ready to close it — like if you're expecting a reply from a customer, or waiting on information from another team before you can follow up — but don't want to keep the open ticket cluttering your queue.

A snoozed ticket automatically reopens when:

• The snooze timer expires.
• The customer replies.
• An agent reopens it manually.

Requirements

• Available on all Helpdesk plans
• All roles can snooze a ticket

Snooze tickets

You can snooze a ticket manually from any ticket in your helpdesk, or use Rules to snooze tickets automatically based on conditions you define.

Manual snoozing

1. From any ticket, click the  snooze icon in the ticket header.
2. Choose how long to snooze from the quick options: 1 hour, 3 hours, 6 hours, 1 day, 3 days, or 1 week. Or pick a specific date and time from the calendar.
3. Click Apply.

Once snoozed, the ticket status will be set to closed, the ticket will be removed from your view, and you'll automatically be moved to the next ticket.

Snoozing and rules

You can use Rules to automatically snooze certain types of tickets by simply choosing the Snooze for action within a Rule with the desired conditions.

You can also set up Rules that will trigger once the snooze time ends and the ticket reopens by choosing the WHEN TICKET SNOOZE DELAY ENDS trigger within a Rule.

You can use the IF ticket unsnooze date IS/IS NOT EMPTY condition within a Rule to have it trigger on a ticket depending on whether it was snoozed.