This article is intended to provide a guide on how to migrate to the new Timers app if you're currently using the legacy app. As such, it is recommended that you watch a walk-through video on how to use the new Timers app before continuing.
This article contains the following sections:
- How do I know if I'm using the legacy Timers app?
- How do I install the new Timers app?
- How do I recreate my timers?
- How do I recreate my triggers?
How do I know if I'm using the legacy Timers app?
The easiest way to check which version of the Timers app you have is the design of the app icon within the admin center or on the main navigation bar (left side) within the agent interface.
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Zendesk Support apps (Admin Center) |
Main Navigation Bar (Agent Interface) |
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| Legacy Timers app | ||
| New Timers app |
How do I install the new Timers app?
You can install the new Timers app directly from the Zendesk marketplace here. A 7-day trial is included upon installation which should provide time to recreate your timers and triggers.
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NOTE: The pricing structure will be different with the new Timers app. It is now priced per agent instead of a flat fee per account. |
How do I recreate my timers?
Migration:
While migrating your timers involves recreating each timer from scratch - it's a relatively straightforward process and can simplify your previous configuration. The first step is to take note of the name, minutes and tag fields of each timer within the legacy app.
Below is an example of the same timer recreated in the new app.
Consolidation:
When recreating your timers in the new app, you may wish to consider consolidating your timers. If you had a high-priority SLA of 1 hour - you may have multiple reminders in order to prevent a breach. Below is an example of what this may look like:
Thanks to a new feature called 'relative ticket updates' in the new Timers app, you can consolidate all these into a single timer using the configuration below:
How do I recreate my triggers?
As you may be aware, triggers are used to automatically start a timer in the legacy app and the same is true for the new app. Assuming you've migrated your timers across with the same tags - only a few minor changes are required for your triggers. In other words, you shouldn't need to recreate any of your triggers.
Start trigger:
Below is an example of a trigger that starts the timer within the legacy app:
Assuming you've recreated the timer with the same name in the new app, you'll want to select 'Start <timer_name>' from the drop-down field within this action.
Note: The main difference between the legacy and the new app webhook is the inclusion of the word 'start' and a description. The legacy version will not have this.
Your action should now look like the following:
If you've consolidated your timers, you can remove any actions that were previously used to start timers in order to remind your agents when an SLA was approaching since this is built into one timer now.
Action Trigger:
Action triggers were used within the legacy app to notify agents as an SLA was approaching and/or when an SLA was breached. Assuming you've recreated the timers using the same tags, no changes are required for these triggers, however, you may wish to utilize the new stop functionality within the new timers app to improve your workflows.
If you have any questions or encounter an issue, please contact our support team at support@sweethawk.com for assistance.