Timer – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Thu, 20 Aug 2026 05:12:11 +0000 en-US hourly 1 https://wordpress.org/?v=7.1.4 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Timer – SupportCandy https://supportcandy.net 32 32 General settings https://supportcandy.net/docs/timer-general-settings/ Fri, 29 Jul 2022 10:22:19 +0000 https://supportcandy.net/?post_type=docs&p=286475
Overview

The Timer add-on records and tracks the time spent on individual tickets. You can start and stop the timer from the individual ticket page and view the recorded time in the ticket list using the timer field.

Where to Find

Go to Support → Settings → Timer.

Timer general settings
How It Works

The Timer add-on records the time spent working on a ticket. The timer can be configured to start automatically when a ticket is created and stop automatically when the ticket is closed.
A timer widget is available on the individual ticket page. You can also add the timer field to the ticket list to view the recorded time for tickets.

Options / Settings

Auto Start on Create New Ticket
Enable this option to automatically start the timer when a new ticket is created.
When the timer starts automatically, the timer log is recorded under the Default Agent configured in the Timer settings.

Default Agent for Auto Start
Select the agent whose account should receive the timer log when Auto Start on Create New Ticket is enabled.
This setting applies only when automatic timer start is enabled.

Auto Stop on Close Ticket
Enable this option to automatically stop the timer when the ticket is closed.
This prevents the timer from continuing to record time after the ticket is closed.

]]> Timer widget https://supportcandy.net/docs/timer-widget/ Fri, 29 Jul 2022 10:22:39 +0000 https://supportcandy.net/?post_type=docs&p=286477
Overview

The Timer Widget allows support agents to track and manage the time spent working on individual tickets. Agents can start, stop, or pause the timer, add time logs, view existing logs, and reset the timer.
The widget also displays the total time spent on tickets created by a particular customer.

Where to Find

Go to: Support → Settings → Ticket Widgets → Timer
Enable the Timer widget.
Once enabled, the widget is available on individual ticket pages.

Widget Visibility

You can control which agent roles can access the Timer Widget from:
Support → Settings → Ticket Widgets → Widgets → Allowed Agent Roles
Select the agent roles that should have access to the widget.

Timer Widget Options

The Timer Widget is displayed in the sidebar of individual ticket pages and provides the following options:

  • Start — Start tracking time on the ticket.
  • Stop — Stop the timer and record the elapsed time.
  • Pause — Temporarily pause the timer.
  • Add Log — Manually add a time log.
  • View Logs — View, edit, or delete existing time logs based on permissions.
  • Reset— Reset the timer and delete all existing time logs.
  • Export— Export all timer logs.
Timer widget
Add New Log

You can manually add a time log for yourself. If you have permission to modify other agents’ time logs, you can also add a log on behalf of another agent.
To allow agents to add logs on behalf of other agents, go to:
Support → Support Agent → Agent Role → Edit → Other Permission → Modify Others Time Log

Time Spent
Enter the amount of time spent working on the ticket.
Use the following format: XXd XXh XXm
For example: 1d 2h 30m

Date Started
Select the date and time when the work on the ticket started.

Author
Select the agent who performed the work.
If you do not have permission to modify other agents’ time logs, the log is created on your behalf.

Description
Enter a brief description of the work performed.

Add new timer log
View Logs

The View Logs option displays all time logs recorded for the ticket.
Depending on your permissions, you can edit or delete existing logs.

Total Time Spent
Displays the combined time spent on the ticket by all support agents.

Author
Displays the support agent associated with each time log.

Date Started
Displays the date and time when the work represented by the log started.

Time Spent
Displays the time recorded for the individual log.

Action
If you have permission to modify other agents’ time logs, you can edit or delete the corresponding log.

Timer view logs
Timer in Customer Widget

The Customer Widget displays a timer icon that shows the total time spent by support agents on tickets created by that customer.
This allows agents to quickly view the customer’s total support time across their individual tickets.

Timer customer widget action
Reset Timer

The Reset Timer option removes all previously saved time logs for the ticket and resets the timer.
Warning: Resetting the timer permanently removes the existing time logs for that ticket.

Permissions

Access to Timer Widget functionality depends on the agent’s role and permissions.
To allow agents to modify other agents’ time logs, enable:
Support → Support Agent → Agent Role → Edit → Other Permission → Modify Others Time Log

Timer agent permission
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