Description

The Timer addon adds time tracking to SupportCandy tickets, with start, pause, and stop buttons directly on the ticket screen, editable manual records, and a customer profile widget that totals accumulated hours per requester. It is designed for those operating an hourly billing helpdesk or needing to measure the team’s actual effort on each request, with role-based permissions and macros to include the recorded time in email notifications.

Timer’s Main Features

  • Ticket timer
    Start, pause, and stop buttons displayed on each ticket screen for continuous tracking.
  • Editable manual logs
    Allows adding retroactive time entries and adjusting existing records through the dashboard.
  • Multiple simultaneous agents
    Each agent keeps their own timer active on the same ticket without conflicts between entries.
  • Total time widget per customer
    Displays the total hours accumulated by the requester directly on the contact’s profile card.
  • Start and pause automation
    Starts the timer when the ticket is created and pauses all timers when the ticket is closed.

Timer Benefits

  • Practical hourly billing
    Creates an auditable record of hours worked for billing customers under recurring support contracts.
  • Clear view of the team’s actual effort
    Shows how much time each ticket takes and helps identify tickets that slow down operations.
  • Permission-based control
    Restricts who can edit other agents’ logs, preventing improper changes to the records.
  • Transparent communication
    Macros send the recorded time directly to the notification emails delivered to the customer.

Who Is Timer Recommended For?

  • Agencies and studios that sell monthly support hour packages and need to finalize invoices at the end of each cycle.
  • Internal IT teams that measure SLA based on the time spent on each ticket.
  • Those who already use SupportCandy and want to audit how much effort each ticket category requires.

How to Download Timer

Timer is available for download here at Ultrapack. After downloading the .zip file, install it under Plugins > Add New > Upload Plugin, select the .zip file, and activate it. The timer will appear on each SupportCandy ticket dashboard as soon as the extension is activated.

By combining automatic tracking, editable logs, and a consolidated customer widget, the Timer extension turns SupportCandy into an operation ready for hourly billing. It fits teams that already treat support as a paid service and want to close the billing cycle without a separate spreadsheet, keeping time tracking, log auditing, and the data included in notifications sent to customers within the dashboard itself.

Frequently asked questions

Is SupportCandy Timer GPL-licensed?

Yes. SupportCandy Timer is distributed under the GPL (GNU General Public License). You may legally use, modify and redistribute it on as many sites as you want.

Can I use SupportCandy Timer on multiple sites?

Yes. You can install SupportCandy Timer on as many sites as you want. Only automatic updates through Ultrapack Auto Updater have a limit: from 3 to 80 sites, depending on the plan.

How much does SupportCandy Timer cost at Ultrapack?

SupportCandy Timer costs US$2.99 as a single purchase, and it is also included in the subscription plans starting at US$12/mo (VIP I).

Does SupportCandy Timer include updates?

Yes. The current version of SupportCandy Timer is 3.2.3, published at Ultrapack on Sep 29, 2026. Subscribers update straight from the WordPress dashboard with UAU (Ultrapack Auto Updater).

Is SupportCandy Timer scanned before publication?

Yes. Every version of SupportCandy Timer goes through a malware scan (ClamAV and YARA rules, at UltraHub) before it is published.

What are the requirements for the plugin SupportCandy Timer?

Requires WordPress 5.6 or higher. Tested up to WordPress 7.1.