Ticket Snoozing & Auto-Close
Sometimes a ticket needs attention later — maybe you’re waiting on external information, or a client needs time to respond. Snoozing and auto-close help you keep your ticket queue clean without losing track of anything.
Snoozing a ticket
Snoozing temporarily hides a ticket from your active queue and brings it back at a scheduled time. To snooze a ticket:
Open the ticket
Click the snooze option and pick a date and time
The ticket status changes to Snoozed and disappears from the active queue
When the snooze time is reached, the ticket automatically reopens with status Open and reappears in your active queue.
What clients see
Clients don’t see the snoozed status. In the client portal, snoozed tickets appear as "Open" — so the client isn’t confused by internal workflow states.
Unsnoozing manually
You can unsnooze a ticket at any time before the scheduled time by changing its status. The snooze date is cleared and the ticket returns to your active queue immediately.
Ticket statuses explained
Tickets move through these statuses:
Open — Active and needs attention
Pending — Waiting for a client response (shown as "Open" to the client)
Snoozed — Hidden until a scheduled date (shown as "Open" to the client)
Closed — Resolved. Can be reopened if needed.
Spam — Marked as spam. The sender’s email is added to the spam list. Changing the status away from Spam removes the sender from the spam list.
When a staff member replies to a ticket, the default behavior is to set the status to Pending (waiting for client). When the client replies, the status returns to Open. You can change the default reply action in Settings → Tickets.
Auto-closing inactive tickets
Tickets with a status of Pending (waiting for client reply) can be automatically closed after a period of inactivity. If the client doesn’t respond within the configured timeout, the ticket is closed automatically.
To configure this, go to Settings → Tickets and set the auto-close timeout in hours. Once enabled, any Pending ticket that hasn’t been updated within that period will be closed by the system.
Auto-closed tickets can be reopened at any time — either by a staff member changing the status, or by the client sending a new reply via email or the portal.