Snoozing a ticket — Gorilla Dash

Some tickets cannot be finished today and are not waiting on the customer either. Snoozing takes them out of the queue until a date you choose, then brings them back.

When it is the right answer

Waiting on a third party — a vendor, a bank, a platform.
A fix is scheduled and you want the ticket back when it lands.
The customer asked you to come back to it next month.

When it is not

SNOOZING IS NOT A WAY TO MAKE THE QUEUE LOOK BETTER

A ticket snoozed because nobody wants to deal with it comes back exactly as unwanted, only older and with a more annoyed customer attached. If it is stuck, say so on the ticket and get someone else involved.

Tell the customer

Snoozing is invisible to them. Reply first — "we are waiting on the supplier, I will come back to you on the 14th" — and then snooze to that date. Silence is what generates the chasing email.

Waking it early

Cancel the snooze and the ticket returns to the queue immediately. A customer replying to a snoozed ticket brings it back anyway — they are never talking to a closed door.