Working Tickets
Snoozing a ticket
Parking a ticket until a date without losing it, when snoozing is right, and when it is avoidance.
Last updated September 2, 2026
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.