SupportCandy Timer

Support teams that bill by the hour or want a clear record of agent effort often rely on guesswork or separate spreadsheets. SupportCandy Timer puts the timer inside each ticket, so agents log time where the work happens. They can also add manual entries for work done away from the live timer, and attach a description to each entry so the record stays clear for reporting and billing.

Several agents can work on one ticket at the same time, each with an independent timer. Timers can start automatically on new tickets and stop when a ticket closes. Permissions decide who can see the timer widget and who can edit time logs, and customers can optionally view total time spent. Macros carry timer details into email notifications.

Features

• Timer inside each ticket: Agents start, pause and stop a timer directly within a support ticket, so the time spent resolving a customer issue is logged without leaving the ticket.
• Manual time log entries: Add time logs by hand for work done outside the live timer, so every activity on a ticket is accounted for in the record.
• Independent timers per agent: Multiple agents can track time on the same ticket in parallel, each with their own timer, which suits collaborative troubleshooting.
• Edit and manage time logs: Agents can view, modify or delete their own logs, and managers can allow certain agent roles to edit the logs of others.
• Customer timer widget: Optionally show customers a timer widget with the total time spent on their ticket, giving them a transparent view of the work.
• Auto-start and auto-stop: Timers can start automatically when a new ticket arrives, and all running timers can stop when a ticket is closed.
• Total time in ticket list: The ticket list table shows total time spent on each ticket, so you can scan workload at a glance.
• Descriptions and email macros: Add a description to each time entry, and use macros to include timer logs and total time in customer email notifications.

Best for

• Helpdesks that bill clients for support time
• Support teams where several agents share tickets
• Managers who need clear control over time logs