Often, tickets must await something; either another vendor, a part shipment, another ticket, or something else.
It would be nice to add a "Snooze Ticket until..." action which would put the ticket in a special "snoozed" status for an amount of time determined by the agent. Selecting this action could pop-up a calendar which would allow the agent to select the date when they expect to be able to work on the ticket again. On the date selected, the ticket would re-appear in the agent's queue.
Special bonus would be to make a ticket snooze until another action has been completed, such as another ticket/problem being resolved, or some other action resolving.
This is a great idea!
Plus one to this. I'm trying to figure out a jury rigged way of doing this using rule automations and perhaps a custom ticket status. We are constantly getting requests that we don't need to handle until a later date and I don't want to see those tickets mixed in with the tickets that need handled more immediately. If anyone's already done this, I'd be curious to know how you implemented it.
+1 This would be a great feature to help tidy up our queues.
We had a 'follow-up' feature in Kayako before we moved to FreshService and it's something we miss. For example, if we have a leaver notification from HR but it's not for another month, we could add a follow-up to the ticket to re-open 1 week before they leave. At the moment, we're using the scheduler option but it's not ideal and more of a workaround.