This article explains how starting, pausing, ending and stopping a timer within the SweetHawk timers app for Zendesk works.
In our latest Timers app, all timer events are now controlled directly by Zendesk triggers. Manual starting or stopping timers is not available but we recommend to use our Reminders app instead if this is required.
Timer events are set up under Timer definitions in the app, please see this guide on how to create the triggers.
Starting:
Simply, the start trigger will start the timer on a ticket.
A timer has not been started if the app looks like this on the ticket:
The same start trigger will also restart the same timer on a ticket so it begins its duration again. This will all be shown in the history of the timer on the app. If you require the timer information to remain and not restart, a new timer definition must be created and then added to the ticket at this time.
Pausing:
A timer can be paused by a trigger, such as if the ticket is on-hold and so don't want to count the time in this status. The timer will not continue until a resume trigger has fired.
Ending:
An ended timer means that the duration has been reached and the so the timer has breached.
- A timer is only ended at the point that the duration of the timer runs out.
- A timer can not be prematurely ended (except if it is stopped - see below).
- A timer can still be running even though it has ended. In these cases the loader bar of the timer will max out and change colour. The wording of the timer will also change to specify that the timer ended X time ago.
Stopped:
- A timer can be stopped before or after a timer's duration ends.
- Once a timer has been stopped, it can only then be restarted as explained above under starting.
- If a timer is stopped before it ends, it will show how many minutes it was completed in with an incomplete bar. If a timer is stopped after it ends, then it will show how many minutes it was completed in with the overdue duration of the timer in brackets. Here's what both states will look like: