SupportCandy Timer

Support agents can start, pause, and stop a timer within a ticket to record time spent on a customer issue. They can also enter time manually for work completed outside the live timer. Each entry can include a description, giving teams a record of the work associated with a ticket.

Agents working on the same ticket can track their time independently. Settings let teams control who can view the timer and whose logs agents can edit. Timers can start automatically on new tickets or stop when a ticket closes. Teams can also display total time in the ticket list and include time details in ticket email notifications.

Features

• Ticket timers: Agents can start, pause, and stop timers inside support tickets to record time spent resolving customer issues.
• Manual time entries: Add time logs for work completed outside the live timer so those activities are included in the ticket record.
• Independent agent tracking: Multiple agents can track time on the same ticket, with each agent recording their own work independently.
• Time log management: Agents can view, edit, or delete their own logs. Managers can allow agent roles to edit other agents' entries.
• Timer visibility controls: Choose whether agents, customers, or specific user roles can see the timer widget on tickets.
• Automatic timer controls: Set timers to start on new tickets or stop when a ticket closes, reducing the need to manage those actions manually.
• Ticket time summaries: View total time spent on each ticket in the ticket list, and include time logs or totals in ticket email notifications.

Best for

• SupportCandy helpdesk teams tracking ticket work
• Agencies recording time spent on client support
• Support teams sharing work on complex tickets