With a snooze shortcut, you can trigger delayed actions on a ticket. You may delay those actions for minutes, hours, days, or even a time that you can provide on trigger.
Create a snooze shortcut
Click on the Settings > Ticket > Shortcut icon from left navigation.
Click on Add Shortcut button.
Next, fill in the required information and add the "Wait Block" action. You'll also need to set the time unit and value for the wait period before triggering actions.
If you want your delayed actions to be cancelled upon receiving a public comment from a contact then you may select the checkbox "Remove below actions when public comment is received".
Select the delayed actions you'd like your snooze shortcut to perform, and then click the Create button.
Trigger snooze shortcut in a ticket
You can now use the new shortcut in your tickets. To do so, follow below steps:
Go to Ticket screen, click on the shortcut icon to reveal the list of available shortcuts. Click the shortcut you wish to trigger.
Your snooze shortcut is all set, and it will activate at the time you've saved in the unit and value fields of your shortcut in admin settings.
Provided on trigger:
If you saved your shortcut with the "Provided on trigger" unit, you have the flexibility to pick the date and time when it will run.
View or Cancel actions
You can view or cancel future actions from the banner on the top of a ticket.
