Agents can use the Time Tracking panel inside a ticket to record the time they spend working on customer issues. The panel provides simple timer controls, including start, pause, resume, and stop.
Depending on the site settings, agents may also be able to manually add time to a ticket.
Opening the Time Tracking panel
To access Time Tracking:
- Go to the Smart Support admin area.
- Open the ticket you want to work on.
- Find the Time Tracking panel in the ticket sidebar.
The panel displays the ticket’s current total time and timer controls.
If a timer is running, the elapsed time updates on the screen in real time.
Starting a timer
Use the timer when you are actively working on a ticket.
To start a timer:
- Open the ticket.
- Locate the Time Tracking panel.
- Click Start Timer.
- Begin working on the ticket.
The timer starts from zero each time a new timer session begins.
Examples of work you may track include:
- Reading the customer’s message
- Investigating the issue
- Checking logs or settings
- Testing the issue
- Preparing a reply
- Escalating the issue internally
Pausing a timer
Use pause when you need to temporarily stop working on the ticket but do not want to end the time session.
For example, you may pause the timer if:
- You switch to another ticket
- You take a break
- You wait for information
- You stop working on the issue temporarily
To pause a timer:
- Click Pause Timer while the timer is running.
- The timer stops counting.
- The already recorded elapsed time remains saved in the session.
Resuming a timer
When you return to the ticket, you can continue the same timer session.
To resume a paused timer:
- Open the ticket.
- Click Resume Timer.
- Continue working from the previously paused time.
The timer continues from where it stopped.
Stopping a timer
Stop the timer when the work session is complete.
To stop a timer:
- Click Stop Timer.
- The timer session ends.
- The time is saved to the ticket.
- The ticket’s total time is updated.
After a timer is stopped, starting another timer begins a new session from zero.
Adding manual time
Manual time entry is available only if it has been enabled by an administrator.
Manual entries are useful when you need to record time that was not captured by the live timer.
To add manual time:
- Open the ticket.
- Go to the Time Tracking panel.
- Click Add Manual Time.
- Enter the time spent in hours and minutes.
- Add a description if needed.
- Select whether the time is Billable.
- Click Add Time.
When to use manual time
You may use manual time when:
- You forgot to start the timer.
- You worked on the ticket outside the ticket page.
- You handled a related call or meeting.
- You investigated the issue in another system.
- You need to correct or add missing support time.
Adding a description
Manual time entries include a description field. A good description explains what the time was spent on.
Examples:
- Investigated error logs.
- Tested issue on staging site.
- Reviewed customer account settings.
- Prepared troubleshooting response.
- Escalated details to development team.
- Reproduced issue and documented findings.
Clear descriptions help managers understand the purpose of each time entry.
Marking time as billable
When adding manual time, you may see a Billable checkbox.
Use this option when the time should be counted as billable support work.
For example:
- Enable billable for paid client troubleshooting.
- Disable billable for internal review or unpaid investigation.
Billable and non-billable totals can be reviewed later in Time Tracking reports.
Reviewing total time on a ticket
The ticket sidebar shows the total amount of time logged for that ticket.
This total may include:
- Timer-based entries
- Manual entries
- Billable time
- Non-billable time
The total helps agents and administrators understand how much effort has gone into a ticket.
Reviewing individual time entries
Time log views can show individual entries with details such as:
- Date
- Agent
- Time spent
- Entry type
- Billable status
- Description
- Available actions
This makes it easier to understand the full support history of a ticket.
Deleting a time entry
Some time log views include a Delete action for completed entries.
Administrators may have broader access to delete time entries, while agents may only see delete actions for their own entries depending on the final permission configuration.
Use deletion carefully, especially if the time entry is needed for billing or reporting.
Best practices for agents
Use the timer as soon as you begin working on a ticket. Pause it whenever you leave the ticket or stop working on the issue. Stop the timer only when the work session is complete.
For manual entries, always add a clear description so the entry can be understood later. If your team uses billable support, make sure the billable status is selected correctly.
Agents can track ticket work using live timers or manual entries. The Time Tracking panel makes it easy to start, pause, resume, stop, and review logged time directly from the ticket screen.