Morgan Zymkowitz

Hi Zendesk  Team,

Thank you for acknowledging the feedback on the need for a native Snooze feature. While automations, triggers, and custom statuses can provide some workarounds, they often require excessive admin configuration, training, and manual oversight, which adds unnecessary complexity for both agents and admins. Given that Zendesk competitors have this functionality, it would be a strong enhancement to agent workflow and overall productivity.

Why Snooze is Needed
A built-in snooze function would:

1. Reduce admin overhead – Avoiding reliance on complex workarounds like macros, triggers, and tags.
2. Improve agent efficiency – Agents could seamlessly snooze a ticket without disrupting workflow or needing special training.
3. Enhance customer experience – Ensuring follow-ups occur at the right time instead of relying on manual reminders, trackers, keeping a ticket on hold. 
4. Align with industry standards – Many other platforms (e.g., Front, Help Scout, Intercom) already offer this feature.
    

Answers to Your Questions:
What present "snooze" windows would make sense?

Common options: 1 hour, 4 hours, End of Day, 1 day, 3 days, 1 week, Custom date/time
Custom date/time selector is critical for flexibility.
 

Would admins want to configure preset snooze windows?

Yes! Predefining snooze options ensures consistency across teams.
However, agents should have a "Custom" option to select a specific time if needed.
 

Use Cases:

• Pending customer response follow-ups – When an agent is waiting for a reply and doesn’t want the ticket cluttering the active queue.
• Time-based tasks – When a ticket needs re-evaluation at a later date (e.g., a scheduled callback).
• SLAs & escalations – Keeping tickets out of view until they need attention, ensuring deadlines are met efficiently.
   

I appreciate your consideration and would love to hear if this is being prioritized for a future roadmap!