Preserve snooze when internal comments are added
Problem
Internal comments on a snoozed conversation cancel the snooze, forcing teammates to re-snooze repeatedly even though no external message arrived.
Request
Keep conversations snoozed when only internal comments are added, and only break snooze on inbound customer messages.
I should be optional as sometimes we are awaiting for an internal reply/comment before going to back to customer
Would be awesome to make this a feature toggle in Settings.
I do believe this should be optional based on admin preferences, because a lot of existing users have adapted to how the application already works. We have several teams collaborating on the same thread and we do want the conversation snooze to expire on comment as it represents input from the other team, aka new activity.
This would help tons in my daily work routine.
An alternate but similar idea would be to have a "Hard Snooze", where something snoozes for the time period you enter, regardless of a comment or a new reply.
Critical feature. Boomerang, a gmail add on has this and it works brilliantly. They have return message if no reply/comment, or by default no matter what with a simple check mark.