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Hourwell
Custom timers and OLAs in business hours, on any status, group or field, with breach actions.
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Support
開發人員
Great Work LLC
About this app
Deadlines for the work between your teams. Hourwell counts working time on any ticket condition you choose: a group, a status or custom status, an empty assignee, a ticket field value, a tag. When the clock nears or passes its goal, Hourwell has Zendesk warn people, move the ticket, change its priority or tag it. Agents see a live countdown in the ticket, and leads see every running timer in one list.
Hourwell is for internal deadlines (operational level agreements between teams, pickup times, time with engineering, time on hold) that your customer SLA policies do not measure. It works on every Zendesk plan, including Team, which has no SLA policies or business-hours schedules. Hourwell is built by Great Work LLC. It is not made or endorsed by Zendesk.
Timers on anything on the ticket
- Runs while any mix of conditions holds: group, status, custom ticket status, assignee set or not, priority, type, form, brand, tags and ticket fields (drop-down, checkbox, text, number).
- Pauses while another condition holds, for example while the ticket waits on the customer.
- Per stint or cumulative: start over each time a ticket comes back to a team, or add up all the time it spends there.
Up to 20 timers, each with its own goal and warning time. Templates get you started.
Business hours that match how you work
- Calendars with any time zone and daylight saving, split shifts (9:00-12:00 and 13:00-17:30), and one-off or yearly holidays. Each timer picks its calendar.
On Team, Hourwell brings business-hours counting your plan does not have. On Growth and Professional, which allow one schedule, you can keep a calendar per team or region.
Warnings and breaches that act
Email the assignee, the ticket's group, another group or an agent; move the ticket to a group or agent; set priority, status or a field; add or remove tags.
The actions run as Zendesk triggers that Hourwell creates in your account, so they behave like any other trigger and show in the ticket's history.
- Every overdue ticket lands in the "Hourwell: overdue timers" view, and finished stints that went over keep a tag so you can filter on them.
Answers to what timer users ask for
- No cap on timers. Every plan counts every timer: there is no monthly allowance per agent.
- Exact clocks. Each clock is rebuilt from the ticket's own history, so time in a status is right even if it changed while nobody had Zendesk open.
When warnings and breaches fire
- Within a minute of the deadline while the ticket's assignee (or, for an unassigned ticket, someone in its group) has Zendesk open, and within about 4 minutes when anyone else with Hourwell does.
- With nobody signed in, Zendesk's own hourly automations take over. They never act early: usually within an hour or two after the deadline, and within a few hours for deadlines more than half a day out. Timers on business hours rarely reach a deadline while your team is away, because their clock stops too.
Plan (billed monthly by Zendesk)
Standard: $3 per agent per month. Every feature, every timer. 14-day trial; Zendesk asks for a card at install and billing starts when the trial ends unless you uninstall.
Your data
Hourwell runs entirely in your browser inside Zendesk. There is no Great Work server, no account to create and no API token to paste. Timer definitions are stored in the app's settings in your Zendesk; each ticket's clock snapshot is stored on the ticket, in an Hourwell ticket field. Hourwell reads ticket history only to compute clocks, sends nothing to Great Work or anyone else (not even usage statistics), keeps no copies of your tickets and uses no AI. Details are in the data access section and our privacy policy.
Support
Email hello@greatwork.company. We reply within one business day.
App 詳情
如何安裝
Install Hourwell from the Zendesk Marketplace and choose the Standard plan. The 14-day trial starts now; Zendesk asks for a card and starts billing when the trial ends unless you uninstall.
- Open Hourwell in the left bar as an admin. Pick a template (Pickup by a team, Time with a team, On-hold too long, Escalation response), set its conditions, goal, calendar and actions, and save. Hourwell creates the matching Zendesk triggers in a trigger category named "Hourwell timers (managed by the app)" and one daily safety-net automation.
- Optional: under Calendars, set your working hours, time zone and holidays (two calendars come ready: Mon-Fri 9:00-17:00 and 24/7). On a timer, Start on open tickets begins timing unsolved tickets that already match, from their own history.
- Optional: under Role restrictions, limit who sees the app. Every agent who opens Zendesk helps fire deadlines on time, so leaving it on for all agents is best.
Open any ticket: the Hourwell sidebar shows its timers with a live countdown. The "Hourwell: overdue timers" view lists every overdue ticket.
At install Hourwell adds two ticket fields that hold each ticket's clock ("Hourwell: timer clocks (managed by the app)" and "Hourwell: next deadline (UTC date)"; the app hides them in the ticket), fifteen automations named "Hourwell: unattended deadline check (...)" that fire deadlines when nobody is signed in, and two views. If you uninstall, Zendesk removes those; please also delete the "Hourwell timers (managed by the app)" trigger category and the "Hourwell: next deadline reached (daily safety net)" automation, which Hourwell created after install. Tags it added (all starting with hourwell_) stay on tickets.
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