How to Snooze a Ticket

The Snooze feature in Mojo Helpdesk allows agents to temporarily remove a ticket from their My Assignments when no immediate work needs to be done. 

Some tickets need attention right away, while others can wait until a project wraps up, a dependency is resolved, or a specific date arrives. Snooze makes it simple to say, “Not right now. Bring this back at a specific time.”

When a ticket is snoozed, it remains assigned to the agent and safely stored in the system. It will automatically resurface at the scheduled time or when new activity occurs, serving as a reminder to revisit it.

What does snoozing a ticket do?

When an agent snoozes a ticket:

  • The ticket moves from My Assignments to Snoozed
  • The ticket status does not change
  • SLA timers are not affected

How to snooze a ticket

To snooze a ticket:

  1. Go to My Assignments
  2. Select the ticket (or multiple tickets)
  3. Click the Snooze option (clock icon)
  4. Choose a timing option

Agents can snooze individual tickets or bulk snooze multiple tickets at once.

If a ticket is already snoozed until a later time, snoozing it again will not shorten the existing snooze. Bulk snoozing will never wake a ticket earlier than originally scheduled.

Snooze timing options

Agents can snooze individual tickets or bulk snooze multiple tickets at once.

When snoozing a ticket, the following timing options are available:

  • Later today
  • Tomorrow
  • Later this week
  • This weekend
  • Next week
  • Last (If a custom date and time was selected, Mojo Helpdesk remembers the last chosen custom setting for convenience)
  • Pick date & time (custom selection)

How to unsnooze tickets

Agents can manually unsnooze a ticket at any time.

  • From the ticket list: In the Snoozed view, select one or more tickets and choose Unsnooze from the actions menu.
  • From the ticket detail view: Use the Unsnooze button in the snooze banner on the ticket page.

When a ticket’s scheduled snooze time passes, Mojo Helpdesk automatically unsnoozes it and flags it for your attention so it returns to your active workflow.

A dedicated snoozed ticket view

The ticket navigation includes a Snoozed section (clock icon). This view displays all tickets that are currently snoozed, sorted by updated date. Each ticket also displays the date and time it is snoozed until, so agents can quickly see when it will return to their active assignments.

From here, agents can:

  • Review upcoming snoozed tickets
  • Unsnooze tickets individually
  • Unsnooze multiple tickets in bulk
  • Leave tickets snoozed until their scheduled time

Important things to know

  • Agents can only snooze tickets assigned to them. Snoozing does not impact other agents or change the ticket’s visibility for the team.
  • Snoozing a ticket does not pause or reset SLA timers. All service level agreements remain active and continue tracking as usual.
  • Any new activity on the ticket will automatically remove it from Snoozed and return it to the Agent’s active assignments.
  • Snooze and unsnooze actions are recorded in the event log (e.g., “Ticket snoozed until [date]”, “Ticket unsnoozed”).

Activity that will unsnooze a ticket includes:

  • New replies from the requester
  • Internal notes
  • Any updates made to the ticket

This ensures important changes are not missed and that agents are automatically reminded when action is needed.