SupportCandy Timer

SupportCandy Timer

SupportCandy Timer is a powerful add-on designed to seamlessly integrate with your SupportCandy helpdesk system, enabling your support agents to effortlessly track and log the time spent on individual tickets. This tool is essential for businesses that need precise time tracking for billing clients, improving team productivity, or gaining deeper insights into support workflows. By embedding an intuitive timer directly into each ticket, SupportCandy Timer eliminates the guesswork involved in manual time tracking while providing an accurate and transparent record of agent efforts.

What sets SupportCandy Timer apart is its flexibility and agent-centric design. Multiple agents can work simultaneously on the same ticket, each tracking their own time independently, which is perfect for collaborative troubleshooting or handling complex customer requests. The add-on also offers comprehensive control features, from auto-start timers on new tickets to customizable access permissions for viewing or modifying time logs. This level of customization, paired with straightforward operation, makes SupportCandy Timer an indispensable tool for businesses seeking to optimize their support process and ensure fair, transparent customer billing.

Key Features

• Integrated Ticket Timer: Agents can start, pause, and stop timers directly within each support ticket to accurately log time spent on resolving customer issues.
• Manual Time Log Entry: Flexibility to add manual time logs for work done outside of the live timer, ensuring all activities are accounted for.
• Independent Timers for Multiple Agents: Supports parallel time tracking by multiple agents on the same ticket, allowing collaborative efforts without conflict.
• Edit and Manage Time Logs: Agents can view, modify, or delete their own time logs, while managers can allow agent roles to edit others’ logs for enhanced oversight and accuracy.
• Customer Time Tracking Visibility: Optionally display a timer widget for customers to view total time spent, promoting transparency and trust.
• Auto-Start and Auto-Stop Options: Automatically start timers on new tickets or stop all timers when a ticket is closed, streamlining time management.
• Total Time Tracking in Ticket List: Easily see total time spent on tickets at a glance in the ticket list table, helping prioritize and manage workload.
• Time Log Descriptions: Add detailed descriptions for each time entry, improving record clarity and supporting accurate reporting and billing.
• Macros for Email Notifications: Customize ticket email notifications to include timer logs and total time spent, keeping customers informed throughout the support process.
• Flexible Widget Permission Settings: Control who can see the timer widget—agents, customers, or specific user roles—tailoring visibility to your business needs.