This article explains how starting, ending and stopping a timer within the SweetHawk timers app for Zendesk works.
A timer can be started either by manually applying it to a ticket from within the apps pane on the right hand side of a ticket like this...
Or by creating a trigger to apply it automatically from within the admin settings of the app like this:
- 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.
Here is an example of two timers, the first is running and has not ended. The second is continuing to run even though the duration has ended.
A timer can be stopped manually if the agent viewing the ticket has permission to edit it within the timer's definition like this:
...Or by creating a trigger to stop it automatically from within the admin settings of the app like this:
- A timer can be stopped before or after a timer's duration ends.
- A timer can only be stopped once - this is the end state of the timer, however the same timer definition can be started an unlimited number of times on a ticket. If this happens, it will appear on the ticket as separate timers with the same name.
- If a timer is stopped before it ends, it will turn green with a check next to it and show how many minutes it was completed in. If a timer is stopped after it ends, then it will turn orange with a check next to it and show how many minutes it was completed in with the duration of the timer in brackets. Here's what both states will look like: