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. Please read all about how the new Timers app works.

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.

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. Please see the next step on Workflows as your tag will need to be set there under the 'Timer Ended ticket update' event.

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. These can be created as workflows in the app which you can set on your timers. For more information on to create and use workflows, please see this article: Using Timer workflows

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 an action of a trigger that starts the timer within the legacy app:

Here, the drop down for value will need to be changed to the webhook called 'App - Timers - Timer' and in this webhook, we will need to add 2 parameters which will end up looking like this:

The 2 parameters are:

timer_id - the value is the ID of the timer you have just created. This can be found at the bottom of the timer definition.

operation - this value will be 'start'.

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, pause & resume 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.