How to snooze a ticket in Zendesk until a date and time

To snooze a ticket in Zendesk, install Rousewell, open the ticket and click Snooze in the Rousewell sidebar. Pick when it should come back, such as Tomorrow 9:00 or Pick a date, choose On-hold or Pending (waiting on the customer) under While it waits, and click Snooze. At that time the ticket is set to Open. If the customer replies first, it opens at once.

Before you start

Turn on the On-hold status so snoozed tickets don't look like they're waiting on the customer. In Admin Center, click Objects and rules, then Tickets > Ticket statuses, open the options menu, choose Status category settings, select Activate On-hold ticket status category and save. On-hold is visible to agents only; Zendesk shows On-hold tickets to end users as Open. Zendesk's article on adding the On-hold status has the details.

Steps

1. Open the ticket and click Snooze in the Rousewell sidebar.
2. Pick when it comes back under When. The line under the picker says exactly when it comes back, and the latest time Zendesk itself acts on it if nobody is signed in.
3. Add a note (optional), such as "Check the refund posted".
4. Choose While it waits: On-hold (recommended) or Pending (waiting on the customer).
5. Tick Email the ticket's assignee when it is due if the assignee should get an email.
6. Click Snooze. The ticket's status changes now.

Quick picks

The 9:00 in the picks is the Start of the working day setting, in each agent's own time zone. An admin can change it in the app settings.

What ends a snooze early

Rousewell installs the triggers that do this ("Rousewell: end a snooze when the customer replies" and "Rousewell: end a snooze when an agent changes the status"), so a snoozed ticket never reopens out of nowhere after it's been dealt with.

When it comes back

If you're signed in, Rousewell sets the ticket to Open at the minute it's due and shows a pop-up. If you're not, anyone else with Rousewell open fires it about 10 minutes later. If nobody is signed in, Rousewell's hourly automations fire it during the first hour after the UTC midnight at or after the due time, which is never early and at most about a day late. The shared view "Rousewell: follow-ups due" lists every ticket with a due follow-up that nobody has marked done.

Limits

• One snooze per ticket at a time.
• A closed ticket can't be changed, so it can't be snoozed. Schedule a follow-up ticket instead.
• Light agents and roles that can't edit tickets can't snooze.

What it costs

Rousewell is $4 per agent per month on the Standard plan, with every feature: reminders, snoozes, scheduled follow-up tickets, the top-bar inbox and pop-ups. It has a 14-day free trial; Zendesk asks for a card at install and bills monthly. The full reference is in the Rousewell documentation.