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 someone else works on it, 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 is locked for that agent until it is unsnoozed (see below)
• The ticket status does not change
• SLA timers are not affected

Only the agent the ticket is assigned to can snooze it, and only open tickets can be snoozed.

How to snooze a ticket

To snooze a ticket from the ticket detail view:

1. Open a ticket assigned to you
2. Click the clock icon at the top right of the ticket
3. Choose a timing option

To snooze several tickets at once:

1. Go to My Assignments
2. Select the tickets
3. Click the Snooze option (clock icon) next to select action
4. Choose a timing option

You can also snooze a ticket from its row menu in the ticket list, or use update & snooze in the reply area to save your reply or changes and snooze the ticket in one step.

Snoozing a ticket that is already snoozed replaces its snooze time with the new one.

Snooze timing options

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)

A snoozed ticket is locked for you

While a ticket is snoozed for you, it is read-only for you, the way a closed ticket is. A bar at the top of the ticket reads Snoozed until … with an Unsnooze link, and the reply, staff note and editing controls are hidden. A reply you had started is kept and comes back when you unsnooze.

Other agents see and work on the ticket as usual.

How to unsnooze tickets

Agents can manually unsnooze a ticket at any time.

• From the ticket detail view: Click Unsnooze in the snooze bar at the top of the ticket, or click the clock icon and choose Unsnooze.
• From the ticket list: In the Snoozed view, select one or more tickets, click the clock icon and choose Unsnooze.

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

A dedicated snoozed ticket view

The ticket navigation includes a Snoozed section (clock icon). The number next to it is how many of your tickets are snoozed. This view displays all your snoozed tickets, the one that comes back soonest first. 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

To include or leave out snoozed tickets in a saved search, use its snoozed filter. See Create and edit a saved search.

When a snooze ends early

A snooze ends before its time when:

• Someone other than you replies to the ticket (in Mojo or by email), adds a staff note, edits the ticket, or merges another ticket into it. The ticket returns to your active assignments right away.
• The ticket is solved, closed or moved to the trash.
• The ticket is reassigned to someone else, or unassigned. A snooze belongs to the agent who set it, so it never follows the ticket to its new assignee.

Your own replies and edits, and setting the status to on hold or information requested, keep the snooze, so you can reply and snooze in one go.

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.
• Snooze and unsnooze actions are recorded in the event log (e.g., “Ticket snoozed until \[date\]”, “Ticket unsnoozed”).
• Snoozing a ticket that is in the trash takes it out of the trash first, when the ticket is open, assigned to you, and you are allowed to move tickets to the trash. Otherwise the ticket stays in the trash and is not snoozed.