This article for the Zendesk Timers app covers how to go about recording timer information in ticket fields.
This functionality enables you to track metrics such as SLAs and OLAs. For example, you can measure how long it takes to provide a first response to a ticket or how long an internal department spends working on a ticket before passing it to the next team.
After setting up the workflow outlined in this article to capture timer data, you can use Zendesk Explore to create detailed reports with the newly recorded information.
Recording the timer information can be done in 4 steps:
1. Create a custom number field
2. Send timer data to the new field
3. Test that the data is being recorded
4. Hide the custom number fields
Step 1: Create a custom number field
This custom number field will be used to store the time amount that gets fed through from the app.
To create a custom field head over to your Admin Center and under Objects and rules click on Fields and then at the top right click on Add field like this:
Now give your field a name. In this example, we'll be recording the first response time so we've called ours "First response time (mins)". Now select the Number type and click on Save at the bottom.
If you're on a Zendesk plan that allows for multiple forms, you will then need to add the new field to the form you want to record the data on. To do this click on Forms on the right and then click into the form you want like this:
Now do a search for the field on the left and drag it into the form fields on the right like this:
Now click Save at the bottom right.
Step 2: Send timer data to the new field
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 stopped 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 'First response time (mins)'.
- Now, hover over the field and click the + on the right of the field. In the dropdown field that appears select Minutes elapsed like this:
Click Create workflow.
Note: The above workflow is the minimum required to store time elapsed, but you can customize it by adding additional fields and ticket updates as needed. Additionally, storing the Minutes Elapsed is just one of many types of data you can record from the Timers app, with numerous options available depending on the specific timer information you want to measure.
With the timer workflow now created, you can select this under the Workflow drop down when defining a timer definition:
Step 3. Test that the data is being recorded.
To do this, create a start and stop trigger for your timer definition, please see this guide for more information on creating triggers.
On a test ticket, fire your start trigger, then shortly after fire the stop trigger. Now check your ticket event logs to ensure the time you want has been stored in the Zendesk ticket fields.
Step 4. Hiding the new field(s)
If you don't have forms in your Zendesk the fields will show on all tickets. You can hide the field so that it doesn't get in the way of your regular ticket fields and agents are not able to update this field manually.
There are several ways to hide a ticket field for agents. The first is to use our Field Rules app. This is a paid app, but it is also part of the SweetHawk Super Suite so you may be able to install and use this app as part of your existing plan.
Alternatively you can hide the field using the Hide ticket fields app. This app is free for everyone and can be installed here.