Zendesk's native SLA feature handles basic response and resolution time tracking well. But some teams need more: multiple timers per ticket, minute-level pre-breach reminders, OLA tracking, and full lifecycle control. That's where SweetHawk Timers comes in.
Feature Comparison
| Capability | SweetHawk Timers | Zendesk SLAs |
|---|---|---|
| Multiple timers per ticket | ✅ Unlimited | 🟡 One policy (Group SLA on Enterprise) |
| Custom start/pause/resume/stop logic | ✅ | ❌ |
| Pre-breach reminders | ✅ Minute-level precision | 🟡 Hourly automations only |
| Visual timeline history | ✅ | ❌ |
| OLA (internal SLA) tracking | ✅ | ❌ |
| Trigger-based automation | ✅ | 🟡 Limited |
| Native ticket SLA badges | ❌ | ✅ |
| Pre-built Explore reporting | ❌ | ✅ |
When Zendesk SLAs Are the Right Tool
Zendesk SLAs excel for core metrics:
- First reply and resolution time tracking
- Native ticket visibility through SLA badges
- Pre-built reporting in Explore dashboards
- Straightforward policy configuration without additional apps
When SweetHawk Timers Make the Difference
SweetHawk Timers are the right choice when you need:
- Multiple concurrent timers and OLAs on a single ticket
- Full lifecycle control with triggers for starting, pausing, resuming, and stopping
- Minute-level pre-breach actions and workflow automation
- Custom reporting through Zendesk field integration
- Visual timeline of when timers started, stopped, paused, and resumed
Use Them Together
These solutions work best in combination: Zendesk SLAs for core, native service-level tracking; SweetHawk Timers for advanced workflows and deeper automation. Many organisations run both in parallel.