Workflows in the Timers app enable you to stay on top of ticket progress by providing crucial updates at every stage of the timer workflow. This ensures tickets can be easily identified in views, especially at key moments such as when a ticket breaches an SLA. Ticket updates can be triggered whenever a timer starts, pauses, resumes, stops, or ends. Additionally, relative event ticket updates can be configured to send timely reminders to ticket contacts about upcoming deadlines, keeping everyone aligned and informed.
Topics covered in this article:
How to add a workflow
To add a new workflow, open the Timers app and click Workflows from the left side menu and then Add workflow.
Defining the workflow and ticket updates
Before defining your workflow, consider what data you would like to store into ticket fields and create these custom fields first in the Zendesk admin center. For example, in this workflow you may want to record timer information on the ticket for views or reports in Explore.
Then in the new workflow, define:
-
Name of the workflow.
-
Select one or more ticket update events from the + Add event... drop down. These events are:
- Timer started ticket update
- Timer paused ticket update
- Timer resumed ticket update
- Timer stopped ticket update
- Timer ended ticket update
- Within these events, add any ticket fields you want to update from the Add ticket field(s)... drop down. You can easily add placeholders from the timer app by clicking the </> or + on the far right of the field. All Zendesk placeholders and liquid markup are also accepted.
- Additional ticket updates are available at times relative to when the timer ends, either before or after. Select these by selecting the time needed under Relative event ticket updates.
- Click Create workflow
Please see this article and video for more information on starting, pausing, stopping and ending timers.
Applying workflows to your timers
Once your workflows are saved, they can be set on your timer definitions. This can be done when creating a new timer definition or to set a workflow for an existing timer, click on the timer from Timer definitions in the app and then select the desired workflow from the Workflow drop down. Then click Update timer definition.