Stop snooze timer being reset if a customer replies.
T
Tom
Current behaviour:
When you set a Snooze timer on a ticket and the customer replies, the snooze is automatically cancelled. While it’s helpful that the ticket reappears—so you don’t miss a reply—this often happens when the customer is simply thanking you. In many cases, you still need to follow up at the original time you set.
Suggested improvement:
Instead of removing the snooze entirely, the system could either:
- Keep the original snooze active, but still surface the ticket temporarily when a reply comes in, or
- Remember the previous snooze time and pre-fill it when clicking the Snooze button again,
- Or prompt you with an option to re-enable the last snooze time, e.g. “Would you like to restore the previous snooze until [date/time]?”
This would save time and reduce friction, especially when dealing with non-actionable customer replies.