![]() ![]() This can be handy if you want to give your team a half hour warning. You can also set updates to take place on the ticket at any time relative to when the timer duration is due to end. See this article and video for more information on Starting, Stopping and Ending timers. For example, if the duration were to end for a First Response SLA timer, then this would be a bad thing, so you might choose to add a comment to the ticket noting the SLA has been breached or add a tag to the ticket for reporting. ![]() Ticket updates: With ticket updates you can set anything to happen to the ticket when the duration of the timer either starts, stops or ends. Over-time color: The colour of the timer on the ticket when the time elapsed is more than the duration. On-time color: Set the colour of the timer on the ticket when the time elapsed is less than the duration. However if you select Agents, then all agent roles will have access to manually control this timer. For example if you select Managers, then only managers and above will have access to manually control timers (ie. Note that this field is based on a minimum user level. It also controls who has access to edit or delete the timer from a ticket once it has been added. Permission: This field will allow you to choose who can add this timer to a ticket manually. See this article for more on how to create schedules. business hours 9am - 5pm) then you can select the schedule that you want it to run on. Schedule: If you want the timer to only run on specific days, or certain times of the day (eg. Name: Select a name which clearly identifies this timer to other admins.ĭescription: Describe what this timer is going to be measuring and the workflow that it is part of. Then under Timer definitions, click on Add definition. To create a timer in the Timers app, first click in the admin icon in the main left bar. This feature of the Timers App significantly enhances the ability of support teams to effectively manage and track time-sensitive tasks and commitments. You can create timers for different priorities, service level agreements (SLAs), operational level agreements (OLAs), and more, each with its own unique properties and actions based on timer events. What other types of things can I do with timer definitions?Ī "timer definition" is a set of parameters that determine how a particular timer functions within the flow of a Zendesk ticket.įor instance, a timer definition would specify the length of time for the timer (e.g., 4 hours for a high priority ticket response time), any actions associated with the timer events (such as when the timer starts, stops, or ends), and any conditions that need to be met for the timer to run.īy creating various timer definitions, you can build complex and flexible workflows that cater to the specific needs of your customer service process. How do I automatically start and stop a timer? This article runs through how to setup a basic timer in the SweetHawk timers app. ![]()
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