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How to use the SweetHawk Timers app as a stopwatch in Zendesk ⏱️

Amie Brennan
  • Updated

The SweetHawk Timers app lets you create down to the minute timers on tickets to facilitate just about any time-based use case you can think of. Whether it’s measuring and enforcing SLAs or OLAs or creating workflows around deadlines, reminders or follow-ups this app has got you covered. You can also utilise it as a stopwatch to count the amount of time an agent spends doing a specific action!

We're going to show you how to configure to Timers app if you'd like to utilise it in your workflow as a stopwatch. In our example today we're going to setup 3 different workflows (rinse & repeat configuration) which allows our onboarding agents to tracking the amount of time they spend during setup, training and data migration phases of the onboarding processes. 

This article covers the following topics:

  • Install the Timers app
  • Configure the Timers app

Install the Timers app

  1. Navigate to this link to install the Timers App >> Click here to install
  2. Click on the "Free Trail" button in the top right hand corner to begin the installation. 
  3. Configure any app settings as needed.
  4. View the Zendesk Marketplace Terms of Use.
  5. Click Install.

    The app is installed in your Zendesk.

NOTE: The subscription will start after the 14-day trial has finished

After you've installed the app, you will see it appear in 2 spots inside Zendesk:

  1. Left side bar panel - This is where you configure the app
  2. The apps panel on the right hand side of the ticket window - This is where the agent will use the app.

Ticket__Test___Clear21___Zendesk_-_Vivaldi.png

For more information on app settings and management, see Managing your installed apps.

 

Configure the Timers app

Now that we've made sure the app is installed, we're going to dive into configuring it as a stopwatch from here. As noted above, we're going to setup 3 different stopwatch timers today - setup, training and data migration timers. 

  1. Navigate to the Timers app admin centre in the left hand panel of Zendesk.
  2. Go to Timer Definition > Add Definition - A new definition creation interface willow appear
  3. Configure the following items:
    • Name = Setup Timer
    • Description (optional)
    • Duration = 0 > THIS IS THE MOST CRUCIAL SETTING
    • Schedule = None
    • Permission = Agents
    • On-time colour = You can customise this to your own preference
    • Overtime - colour = You can customise this to your own preference
    • Timer started ticket update = Add tags 
      • Tag = setup_timer_started
    • Timer stopped ticket update = Add tags
      • Tag = setup_timer_stopped
    • Timer ended ticket update = Add tags
      • Tag = setup_timer_ended
  4. Save.

Example:

Clear21___Zendesk_-_Vivaldi.png

 

Once you have setup one timer definition, you can rinse and repeat the steps to setup more timers such as Training and Data migration. 

 

Final result:

timers.gif

 

Once you've configured your timers, all you need to do is open a ticket and check that you can run the timer on the ticket successfully. 😉

 

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