Snooze Options
Customizing the durations agents see in the snooze menu.
Snoozing hides a conversation until a time you choose, then brings it back — the tool for "I can't finish this now but I must not forget it." See Ticket States for when to reach for it.
The durations in the snooze menu are yours to define. They're set under Settings → Help Desk → Snooze Options and apply across your whole workspace.
The default set
| Label | Reopens |
|---|---|
| This evening | 18:00 today |
| Tomorrow | 09:00 tomorrow |
| Next week | 09:00 on the following Monday |
Most teams find these enough. Add to them when your workflow has a recurring wait that none of them fits.
The three kinds of option
Each option has a label — exactly what agents see in the menu — and one of three behaviours.
Reopens on a day of the week. Pick a weekday and a time. "Monday at 09:00" always means the next Monday; if it's already Monday afternoon, it waits a full week rather than reopening immediately.
Reopens after N days. A number of days and a time. 0 days plus a time makes a "later today" option — the one nuance is that such an option disappears from the menu once that time has passed, which is why This evening isn't offered at 7pm.
Reopens after a duration. A pure relative offset — 2 hours, 3 weeks, 6 months — with no fixed time of day. Right for short waits where "in two hours" genuinely means two hours from now.
For the first two, you can also choose At time of snooze instead of a fixed clock time, which keeps the current time of day and just moves the date.
Times are on the hour or half hour, and resolve in the agent's own timezone — the menu shows the exact date and time each option will reopen at, so there's never any ambiguity about what you're picking.
Ordering
Drag options into the order you want them to appear. Put the ones your team uses constantly at the top; the menu is used dozens of times a day and the ordering is worth two minutes of thought.
You can't delete the last remaining option.
Picking a set that works
Snooze options should mirror the waits your team actually has, not a generic set of durations. A few that earn their place:
- Until Monday — for anything blocked on a weekday-only process.
- In 3 days — the natural chase interval for a supplier or warehouse who has been asked a question.
- In 2 weeks — for "check the customer is still happy" follow-ups.
- End of month — for billing or subscription questions that resolve on a cycle.
If an agent is repeatedly reaching for the custom date picker, that's the signal to add an option.
Related
Agents can always pick an exact date and time from the calendar instead of a preset, via Day & Time at the bottom of the snooze dialog.
Note that macro snooze actions do not use these options. Macros have their own fixed set — 1 hour, tomorrow, next week, next month — chosen when the macro is built.