How do I see which Zendesk tickets are closest to breaching?
Have a Timers Workflow write Timer end at into a custom text field when the timer starts, add a tag at the same time, then build a Zendesk view filtered on that tag and sorted by the field.
How to do it with Timers
- In Zendesk Admin Center, open Fields, click Add field, choose Text field, name it something like Follow-up time and save.
- In the Timers app, open Workflows, click Add workflow, and under Actions choose Timer started ticket update from + Add event....
- From + Add ticket field(s)... pick your new field, hover it, click + on the right and choose Timer end at.
- Add Add tags as a second field and set a tag for these tickets. Then add Timer resumed ticket update and Timer swapped ticket update from + Add event..., each writing Timer end at to the same field, so the deadline moves when a timer is paused or swapped. Click Create workflow and attach it to the timer.
- In Zendesk, open Views and click Add view. Filter on the tag and tickets less than Solved, add the field as a column, and order by it Ascending.
Sorting a queue by created date tells you what arrived first, not what is about to go wrong. Sorting by the moment each clock runs out puts the right ticket at the top, whatever time it came in or which target applies to it.
While a timer is paused, the field keeps its old deadline until the timer resumes and the new one is written. If you pause timers often, add a Timer paused ticket update that removes the tag, and add it back on resume, so paused tickets leave the view.
The status filter does most of the work: anything solved or closed drops out of the view. The tag keeps the view to tickets this timer has run on. If you want a ticket to leave the view as soon as its target is met, rather than when it's solved, add a Timer stopped ticket update to the same workflow that removes the tag.
The quickest way is the SweetHawk Suite: one click installs Timers and the rest of the suite into your account, with a free trial and no credit card. You can also install Timers on its own from the Marketplace.
