[New] mobieusHelp: No snooze / follow-up reminder — agents can't defer a ticket to a future time

Area: mobieusHelp (audit p7) · Surface: mobieusHelp (helpdesk) — agent workspace + SLA watcher · Dimension: competitor-gap · Severity: major

Help Scout and Intercom both have 'snooze until' (e.g. snooze until tomorrow 9am, or until the customer replies) which removes a ticket from the active queue and pops it back at the chosen time. It is how agents manage 'waiting on a third party' or 'check back next week' without the ticket either cluttering the open queue or being forgotten. mobieusHelp's only deferral is on_hold, which stays visible forever and never auto-wakes. Agents end up using their own calendars, defeating the queue.

Evidence

`grep -riE 'snooze|follow.?up|remind|wake_at|defer'` across Models/Services/Controllers/migrations returns only a SlaClock comment and a 'create a follow-up ticket instead' error string in TicketService. helpdesk_tickets has no snooze_until/wake_at column (phase1 schema). The only statuses are new/open/pending/on_hold/resolved/closed; none auto-reopens at a scheduled time. SlaWatcher only re-materialises sla_state (SlaWatcher.php:45-50).

Suggested fix. Add helpdesk_tickets.snooze_until (DATETIME NULL) + a snoozed flag, hide snoozed tickets from active lists, and a cron (reuse the SlaWatcher worker cadence) that clears snooze_until <= NOW() and posts a system_event 'unsnoozed'. Add 'Snooze until…' to the agent ticket actions.

Filed by the automated tenant-app audit and adversarially evidence-verified. Status: verified. Open — not yet actioned.