Suggestion - Would like a way to "Snooze" tickets for a certain amount of time/days.

Sometimes there are instances where we get tickets that we cannot act on until a certain date or after a certain amount of time.  I would like to be able to “Snooze” a ticket for a certain amount of time or be able to select a date on a calendar for the ticket to “wake up”

This would be different than just changing the status to “Pending” or “awaiting response” since after the set time, the ticket will revert to “Open” status and be visible again in the agent’s list.  This will help to hide the tickets from the list only temporarily so that the agent can focus on the tickets that they are currently able to work on.

Sleep a ticket for a specified time | Freshworks Community

This is the closest thing i could find to my solution, but would require a separate ticket status for each amount of time that you want to snooze (1 day, 2 days, a week, etc) 

In my testing, i was also able to add a command to email notify the assigned agent to let them know that their ticket is done snoozing and to check their open tickets.

Perhaps a reply will add to this as a need.

We currently use Fresh Service as our ticketing system for IT support, and find that the response time can be very frustrating. It is nice to change the due date, but for the response time to only be updated when sending an email from the ticket is not ideal. Our agents are often “in the field” or answering phone calls, and having an option that the ticket was updated with a note, i.e. “spoke with user, troubleshoot this, opening ticket with external support” should be sufficient in updating the response time. No one likes unnecessary emails, and sending an email to a user after you just spoke with them is over the top.

Thanks!