SupportCandy Timer

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