Andy38 posted in the Zendesk Community snooze thread on 26 April 2024. He is a company Support Lead. The team had left Intercom for Zendesk less than two months earlier.
The import had already happened. What he wanted back was Intercom’s snooze picker. Zendesk still did not have one.
If you are looking at the same route, start with the Intercom → Zendesk playbook. History and daily controls are different jobs. This thread is about the second one.
What moved, and what did not
Intercom will snooze a conversation until a preset or a custom time. It then reopens. Admins can build team-specific lists. Andy posted a screenshot of that picker. Type 7, and Intercom offers 7 minutes, 7 hours, or 7 days.
Zendesk tickets have New, Open, Pending, On-hold, Solved, and Closed. There is no first-class “wake this at 9am Monday.” Joel14 opened the idea on 23 January 2023. Zac from Zendesk product replied in March 2024 that there were no concrete plans yet.
Help Desk Migration publishes Intercom-to-Zendesk testimonials about chats and tickets landing in Zendesk. Andy does not name that tool, and I am not attaching it to his move. The useful split is still the same. Conversation history can copy. Snooze-until timestamps do not become a Zendesk schedule.
Why the open queue filled up
Elijah14 replied the same day, also coming from Intercom. Tickets waiting on the agent, not the customer, cannot sit in Pending. Without snooze they stay Open. He had to scan last responder and the latest comment to decide what was live. Andy wrote that he agreed with Joel and Elijah 100%.
That is the loss. Deferred work did not disappear. It sat in the same list as work that needed a reply now.
Chandra13 described the usual workaround. A custom Sleep field, then one automation per duration. She had options from 1 hour out to 1 month. The list grew as the company added time zones. Kyle41 said changing those fields per ticket was too much friction to be useful.
A marketplace Snooze app exists. The thread is a request for a built-in control, not a review of that app.
What I would copy
Inventory the Intercom states before you map tickets. Open, closed, and snoozed are not five Zendesk statuses. Decide where snoozed conversations go, and decide who watches that view on day one.
If agents live in snooze, budget the workaround before cutover. Custom statuses, automations, or a sidebar app. Do not wait until the open queue is the only list they have.
Keep Intercom readable until you can find a known snoozed conversation in Zendesk and see what status it got. Andy’s post never describes that check. I still would.
The Intercom → Zendesk playbook is the checklist for contacts, tickets, notes, and help center. Use Andy’s reply for the control that a successful ticket dump will not invent.