> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Snooze

> Snooze tickets to hide them from views temporarily and have them automatically return at a chosen time so you can focus on immediate priorities.

Snooze tickets to temporarily hide them until you're ready to work on them. Snoozed tickets disappear from default views and automatically return when their snooze period expires. Use snoozing for tickets that depend on other work, need follow-up after a specific date, or when you want to focus on immediate priorities.

<View title="Human" icon="user">
  ***

  ## Snooze tickets

  <AccordionGroup>
    <Accordion title="Quick snooze options" icon="clock" defaultOpen>
      Click the three dots on any ticket and select **Snooze** to choose:

      * **1 Day**: Returns tomorrow
      * **3 Days**: Returns in three days
      * **End of Week**: Returns Friday at 9 AM (or next Friday if already Friday afternoon)
      * **Next Week**: Returns Monday at 9 AM (or next Monday if already Monday afternoon)
      * **Custom Date**: Choose any specific date and time
    </Accordion>

    <Accordion title="Custom date" icon="calendar-days">
      Select **Custom Date** from the snooze menu to open a date picker where you can choose exactly when the ticket should reappear.
    </Accordion>
  </AccordionGroup>

  ***

  ## What happens when snoozed

  <AccordionGroup>
    <Accordion title="Automatic hiding" icon="eye-off" defaultOpen>
      Snoozed tickets disappear from default ticket views, giving you a cleaner focus on current work.
    </Accordion>

    <Accordion title="Visual indicators" icon="badge">
      When snoozed tickets appear in filtered views, they show a snooze badge indicating when they'll become active again.
    </Accordion>

    <Accordion title="Automatic return" icon="rotate-cw">
      Tickets automatically reappear in default views once their snooze date passes. No manual action needed.
    </Accordion>

    <Accordion title="Team notifications" icon="bell">
      When you snooze a ticket, team members receive notifications through Slack if granular notifications are enabled for your channel.
    </Accordion>
  </AccordionGroup>

  ***

  ## Manage snoozed tickets

  <AccordionGroup>
    <Accordion title="View snoozed tickets" icon="list" defaultOpen>
      See all snoozed tickets using filters:

      <Steps>
        <Step title="Open filters">
          Click **Filters** at the top of your ticket list.
        </Step>

        <Step title="Add snoozed filter">
          Add a **Snoozed** filter.
        </Step>

        <Step title="Set to true">
          Set the filter to **True** to see only snoozed tickets.
        </Step>
      </Steps>
    </Accordion>

    <Accordion title="Remove snooze" icon="x">
      Remove snooze to make the ticket active immediately:

      <Steps>
        <Step title="Find ticket">
          Locate the snoozed ticket in filtered view or on the ticket detail page.
        </Step>

        <Step title="Open actions">
          Click the action menu (three dots).
        </Step>

        <Step title="Remove snooze">
          Select **Remove Snooze**. The ticket immediately returns to active views.
        </Step>
      </Steps>
    </Accordion>
  </AccordionGroup>

  ***

  ## Best practices

  <AccordionGroup>
    <Accordion title="Strategic snoozing" icon="target" defaultOpen>
      Use snoozing for tickets that genuinely can't be worked on yet, not just to clear your view. This keeps your active ticket list meaningful and focused on actionable work.
    </Accordion>

    <Accordion title="Team communication" icon="message-circle">
      When snoozing tickets that affect others, add a comment explaining why and when you plan to return to it. This keeps everyone informed about ticket status.
    </Accordion>

    <Accordion title="Regular review" icon="calendar-check">
      Periodically check your snoozed tickets to ensure the timing still makes sense. Priorities change, and you might need to adjust snooze dates.
    </Accordion>
  </AccordionGroup>
</View>

<View title="Agent" icon="bot">
  ## Mental model

  Snooze is a time-based visibility filter on a ticket. When a ticket is snoozed, it is hidden from default views until the snooze expiration time. The ticket still exists and is fully accessible via direct link or filtered views. Snooze does not change the ticket's status, priority, assignee, or any other property.

  Think of snooze as "remind me later." It is not a status change, not a workflow action, and not an assignment change. It is purely a display filter tied to a timestamp.

  ***

  ## Snooze vs other deferral mechanisms

  | Mechanism                         | What it does                                          | When to use                                                            |
  | --------------------------------- | ----------------------------------------------------- | ---------------------------------------------------------------------- |
  | **Snooze**                        | Hides ticket from default views until a specific time | Ticket needs follow-up later but no status change is needed            |
  | **Status change** (e.g., Waiting) | Changes ticket status, visible in all views           | Ticket is blocked on external input and the status should reflect that |
  | **Due date**                      | Sets a deadline, does not hide the ticket             | Ticket has a completion deadline but should remain visible             |
  | **Assignee change**               | Transfers responsibility                              | Someone else should handle the ticket now                              |

  Use snooze when the ticket does not need attention right now but should resurface automatically. Use status changes when the ticket's state has genuinely changed.

  ***

  ## Snooze behavior

  * Snoozed tickets are excluded from default ticket views but can be found using the "Snoozed = True" filter.
  * When the snooze period expires, the ticket reappears in default views automatically.
  * Snoozing does not suppress notifications. If the ticket receives new messages or updates while snoozed, normal notification rules still apply.
  * Snoozing a ticket sends a notification to team members if granular notifications are enabled for the channel.
  * Snooze can be removed early, making the ticket active in default views immediately.

  ***

  ## Constraints and gotchas

  * Snooze is a per-ticket operation. There is no bulk snooze.
  * Snooze does not pause SLA timers or due date tracking. A snoozed ticket can become overdue while hidden.
  * Snooze is not a workflow action. You cannot snooze tickets via workflow automation. It is a manual user action only.
  * Quick snooze options (1 day, 3 days, end of week, next week) use 9 AM as the default return time. Custom dates allow specific time selection.
  * "End of Week" targets Friday at 9 AM, or the following Friday if used on Friday afternoon. "Next Week" targets Monday at 9 AM, or the following Monday if used on Monday afternoon.
</View>