Waiting tickets - time based rule for return

If a waiting conversation is snoozed, it will reopen automatically for follow-up, which is great.

BUT: the gap I'd want to close is for conversations that have been moved to a Waiting status without any snooze. This is easily done in Front via status drop down, and has the potential to leave such conversations waiting forever.

Waiting conversation could be re-woken with a rule, but I am missing a condition for "Conversation is currently NOT snoozed". Can this be added? (There is already a "Conversation is currently snoozed" condition, so I'd just need the inverse of it.)

Another option would be to have a default snooze timer value per waiting status, for example "Waiting" defaults to 48h snooze, or a custom "Waiting for Approval" defaults to 24h snooze, etc. With that I'd want Front to always off a snooze selector, no matter how the status is changed to a Waiting one.

Thanks for the additional context!

In this case I believe snoozing fits your need, as it also puts the conversation in a waiting status. This way you can decide if you want a reminder or not when a conversation is put in "waiting"

I havent checked for awhile but when you used ticketing and moved something to waiting on there was no snooze action except if you did it seperately - what i am suggesting is if you put something in a waiting on stage that it asks for a date to ensure it isnt out of sight- out of mind

Hello,

Thanks for your idea submission! What would be the difference with a regular snooze?

Thanks!