SupportCandy Timer Addon
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About SupportCandy Timer Addon
The hours you don't log are the hours you don't bill
Handling clients through tickets often ends with an estimate from memory at the end of the month: "I think it was two hours." The tickets that look small, with back-and-forth emails, are the ones that eat the most time and get logged the least. SupportCandy Timer Addon adds a timer inside every ticket so each agent can record what they actually work. It is an add-on for SupportCandy: it needs that plugin installed and does not work on its own.
A ticket with SupportCandy Timer Addon, step by step
Imagine a client asks for a change on their website and the ticket takes up half your afternoon, with interruptions. Here is how you log it:
- You start: open the ticket and press start. If you get interrupted, pause.
- You finish: stop the timer, write a description for the log and submit it. Every block of time ends up explained.
- You forgot to start it: add a manual record.
- A colleague joins in: the timer works independently for each agent, so several can count time at once on the same ticket.
- Something needs correcting: the agent can see and modify the existing logs on the ticket.
- You want the client's big picture: on the ticket screen, the customer widget shows the total time accumulated across all of their tickets.
- You want to see it without opening each ticket: you can add the total time to the ticket list table.
- You want to inform the client: the logs and time spent are available as macros in email notifications.
Be clear about the scope: the add-on gives you time records and totals. Which rate you apply and how you invoice is up to you, based on that data.
Auto-start, closed tickets and other questions
Does the timer start by itself when a ticket is created?
There is an option to start it automatically when a new ticket comes in. It is disabled by default, so you have to turn it on yourself.
What happens to running timers if I close the ticket?
Another option stops all active timers when the ticket is closed. It is also disabled by default: if you don't turn it on, a forgotten timer can keep counting.
Can the customer see it?
Only if you allow it. In that case they see the widget with the time spent, nothing more.
Can an agent delete another agent's logs?
Only if their role has that capability. When it is granted, agents of that role can add, modify and delete the logs of other agents.
Who sees the timer and who can touch the logs
In the widget settings you choose which roles see the timer, both customer and agent roles. It is worth deciding this before you start: if the logged time is used for billing, it makes sense to reserve editing other people's logs for whoever supervises the team, not every agent. That way you avoid arguments about hours changed without knowing who touched them.
Topics
Version history
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3.2.3 Current 30 Sep 2026
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3.2.2 5 Sep 2026
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3.2.1 26 May 2026
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3.2.0 24 Mar 2026
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Frequently asked questions
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GPL (General Public License) is the license under which WordPress and most premium plugins/themes are distributed. It grants you the right to use, modify and redistribute the software in as many projects as you want, with no domain restrictions.
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Yes. With membership you get automatic updates via our GPLClub Updater plugin (installed on your WP, detects new versions and applies them). With individual purchase, you get one year of manual updates from your account.
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Depends on the plan. Monthly: 3 domains. Semi-annual: 7. Annual and Lifetime: 15. Individual purchase: 1 domain.
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GPLClub offers its own support for installation, configuration and compatibility. For direct support from the original author (feature requests, product-specific bugs), a license purchased from the author is required.
