Acknowledge and Snooze Incidents

When a notification role repeats its alerts, your team keeps getting them until the incident ends. Acknowledge tells Xitoring and your team that someone is on it. Snooze keeps an incident quiet for a set time when you can't act on it yet.

Both are available on all plans.

What each one does

	Acknowledge	Snooze
Repeated notifications	Stop until the acknowledgement is removed or the incident ends	Stop for 1 to 168 hours (7 days), then resume by themselves if the incident is still open
Escalation policy	Stops	Pauses
Recovery notification	Still sent	Still sent
Incident timeline	Adds an Acknowledged note, not shared on status pages	No note. It is recorded in the server or check log
Doing it again	No change. The first person stays recorded	Replaces the previous snooze, counted from now
Undo	Unacknowledge: repeated notifications resume	End snooze: repeated notifications resume

You can use both on the same incident. They are independent, so ending a snooze doesn't resume notifications while the incident is still acknowledged, and the other way around.

What they don't change

Notifications that were already sent, including the first one.
Monitoring. The check keeps running and the incident resolves as usual when it recovers.
Other incidents. If the same check fails again after recovering, that is a new incident and it notifies from the start.

Which incidents and who

Only open incidents can be acknowledged or snoozed. A resolved incident is refused.

Anyone who can view the server or check can do it, so read-only access to its group is enough. See Team Management.

From the dashboard

On the incident page:

Select Acknowledge, or Unacknowledge to remove it. The incident shows who acknowledged it and when.
Select Snooze and pick 1 hour, 4 hours, 1 day, 7 days or Custom (1 to 168 hours). While it is snoozed, the same menu offers End snooze.

On the open incidents list:

Filter by Acknowledged or Unacknowledged.
Select several incidents and select Acknowledge to do them together.

With an Acknowledged note

Adding an incident note with the Acknowledged status also acknowledges an open incident. Editing or deleting a note later doesn't change the state, so use Unacknowledge to remove it.

From an email

Down notification emails have an Acknowledge button. It opens a page where you confirm with one more click, so a mail scanner opening the link can't acknowledge anything.

The link is personal and works for 24 hours. After that, open the incident in the dashboard.
It stops working if you lose access to the server or check.
For a custom recipient, the link only works if the address is verified. The acknowledgement is recorded under that email address.

From Slack

Down notifications sent through the Slack app have an Acknowledge button. Selecting it removes the button from the message and adds Acknowledged by @you. If someone was first, you get a reply saying who.

You need write access in that channel: either the channel was set up with Write access for all members, or you added the app to it. Without it, the button replies that you don't have access.

The legacy Slack webhook has no button.

From Microsoft Teams

Down notifications sent through the Teams app have an Acknowledge button. The bot replies in the channel with who acknowledged it, or who was first.

The legacy Teams webhook has no button.

From the API

Authenticate with an API key.

Request	What it does
`POST /api/v2/incidents/{id}/acknowledge`	Acknowledge
`DELETE /api/v2/incidents/{id}/acknowledge`	Remove the acknowledgement
`POST /api/v2/incidents/{id}/snooze` with `hours` (1-168)	Snooze
`DELETE /api/v2/incidents/{id}/snooze`	End the snooze
`POST /api/v2/incidents/acknowledge` with `ids[]` (up to 100)	Acknowledge several and return the result per incident
`GET /api/v2/incidents?acknowledged=1`	Only acknowledged incidents. Use `0` for unacknowledged ones

The single-incident requests return the current state:

{
  "data": {
    "id": 1234,
    "acknowledged_at": "2026-11-05T09:12:00+00:00",
    "acknowledged_by": {"type": "contact", "user_id": 7, "client_id": 3, "name": "Alice"},
    "snoozed_until": null,
    "snoozed_by": null
  }
}

A resolved incident returns 400. An incident you can't access returns 403.

From an AI assistant

The MCP server has acknowledge_incident and snooze_incident. Both take incident_id and accept undo: true. snooze_incident also needs hours unless you are undoing it. A type 1 note added with add_incident_note acknowledges an open incident too.

When there is no Acknowledge button

Test notifications and SSL certificate expiry warnings don't offer the button in email, Slack or Teams.

Notification Roles set whether and how often alerts repeat.
Escalation Policies notify more people until someone acknowledges.
Incident Notes keep your team and status page up to date.