Using the Snooze Feature in Zendesk

This guide provides a detailed overview of the new snooze feature in Zendesk. It covers how to set a ticket to snooze, select specific dates for reopening, and manage your snoozed tickets effectively. By following this guide, you will be able to utilize the snooze function to improve your ticket management workflow.

The snooze feature in Zendesk allows users to set a ticket status that temporarily hides it, reopening it automatically after a specified duration.

To set a ticket to snooze, select the snooze status. By default, this will snooze the ticket for one day, automatically reopening it the next day.

If you wish to reopen the ticket on a specific date, you can select a date from the calendar. For example, you can choose to snooze a ticket until December 5th.

After selecting your desired snooze date, submit the action. The ticket will then be snoozed and will reopen on the specified date.

If you do not select a specific date, the ticket will automatically be set to snooze for one day and will reopen the next day without any additional actions required.

Once a ticket is snoozed, it will appear in your list of snoozed tickets if it is assigned to you. You can easily check which tickets are snoozed and which are open.

You can also view your regular ticket views to see which tickets are snoozed versus those that are open. This helps in managing your workload effectively.

This guide has outlined how to use the snooze feature in Zendesk for effective ticket management. By following these instructions and utilizing the provided screenshots, you will be able to confidently employ the snooze feature to enhance your workflow and manage your tickets more effectively.