SupportCandy Timer

SupportCandy Timer is an official SupportCandy add-on that allows technical support teams to accurately measure and record the time spent on each ticket within WordPress. Designed as a smart stopwatch integrated directly into the interface of each ticket, this add-on turns time tracking into a simple and automated task for support agents, agencies that bill by the hour, and teams looking to optimize their productivity.

The add-on places a timer widget in the sidebar of each individual ticket page, allowing agents to start, pause, and stop the stopwatch with a single click. Each agent can manage their own timer independently on the same ticket, making it easy for multiple team members to contribute and record their time spent on the same conversation. In addition to real-time tracking, agents can add manual time entries with descriptions, providing a complete view of the effort invested in resolving each issue.

The system includes a detailed time log where the start, end, and interval times of each session are displayed, along with the total time accumulated per ticket. Agents can view, edit, or delete existing entries, ensuring transparency and accuracy in measurement. It is also possible to display the total time spent directly in the ticket list, providing a quick overview of the team's effort distribution.

Advanced features include the option to automatically start the timer when a new ticket is created, stop all active timers when a ticket is closed, and role-based capability settings to control who can modify other agents' time entries. The timer widget can also be made visible to customers if desired, promoting transparency in service delivery.

Time entries can be integrated into email notifications using macros, facilitating clear and detailed communication with customers about the time spent on their requests. With an intuitive interface and flexible configuration options, SupportCandy Timer is the ideal solution for teams that want to measure, analyze, and improve the efficiency of their customer support.