This article for the Zendesk Timers app explains how to create a timer definition that saves the end time of a specific timer into a custom ticket field. This setup enables you to create a Zendesk view that organizes tickets based on when that specific timer is next due to end.
The steps to make this happen are:
1. Create a Zendesk custom text field
Step 1. Create a Zendesk custom text field
To create a Zendesk custom text field, in the Zendesk Admin Center click into Fields and then Add field at the top right like this:
Then select Text field and give it a name (we'll call ours field "Follow-up time") and click Save like this:
2. Create a timer workflow
For all information on how to create a timer workflow, please see our Using timer workflows guide.
In a new or existing timer workflow, define the following:
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Name of the workflow.
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Select 'Timer started ticket update' from the + Add event... drop down
- From the + Add ticket field(s)... select the field we created in Step 1 (in our case 'Follow-up time'.
- Now, hover over the field and click the + on the right of the field. In the dropdown field that appears select Timer end at like this:
We are also going to add a tag so we can identify these tickets easily in our view.
- From the + Add ticket field(s)... select Add tags and then specify a tag that will be added to all tickets containing this timer. In our example the tag is set to follow_up_timer_running like this:
Click Create workflow.
Note: The above workflow is the minimum required for the view to work. Please feel free to add any other fields and ticket updates as you need in the same workflow.
With the timer workflow now created, you can select this under the Workflow drop down when defining a timer definition:
3. Create a view
To create a Zendesk view, over in the Zendesk admin section click into Views and then on Add view at the top right like this:
Then name your view and under Conditions set it to show tickets that are less than solved, that also contain the tag you set to be added by the timer definition in Step 2 like this:
Now under Columns be sure to add your new text field, and under Order by also select the new field to be sorted by Ascending. Then click Save like this:
Now go and set some timers on a few tickets and check the new View to see how the tickets are in order of when the timer ends.