Time Tracking and Invoicing (Early Release)

Integrated time tracking and invoicing - there's nothing else like it!

Do you routinely bill or invoice your customers for the time spent on a ticket?  If so, you need our Time Tracking and Invoicing add-on. It allows you to track time spent on tickets at the most granular level possible while also reporting at the Client and Agent levels.  In fact, there is no other WordPress Helpdesk and Support plugin that offers such a broad array of features, functions, and flexibility combined with very tight integration into a time-and-billing module.


  • Capture the true time spent responding to tickets with the automatic timer
  • Remove the need to use multiple systems to track tickets and time separately – do it all from one console
  • Accurately generate invoice amounts for use with your billing system
  • View reports of time spent on each ticket or spent by each agent
  • Export invoicing files for use with any client billing system
  • Capture the cost of providing support even if you don’t charge your customers for your agents time.


With this add-on you can:

  • Automatically record the time spent on each reply to a ticket.  The timer starts when the ticket is open in the agent’s browser and stops when the reply button is clicked.
  • Specify a minimum amount of time for each time event (eg: 5 mins or 15 mins)
  • Set billing rates at the agent, client and ticket levels
  • Create an invoice file to be downloaded in the commonly used CSV format.
  • Configure which agents can participate in billing the clients
  • Manually enter time for each reply
  • Sort and filter time entries in a separate detailed time-log screen
  • Permit administrators to adjust time after-the-fact
  • Run 4 different time based reports:
    • The Agent Report shows the amount of time each agent has spent on tickets for the specified time period.  It is a detailed report – showing each individual time log entry for each agent.
    • The Client Report shows the time spent on each client.  It is a detailed report showing each individual time log entry
    • The Ticket Report shows the time spent on each ticket.  Every time log entry is shown for each ticket in the selected date range.
    • The invoice report shows the time spent by each agent that has not yet been invoiced
  • Run multiple timers on multiple tickets simultaneously

If your business depends on accurately tracking the time your agents spend on each ticket then this module will fill a critical need in your business operations.  Or if you would just like to capture the cost of providing support for each client then this add-on is the perfect fit.

Screen Shots

Elements On The Ticket Screen


The Time Log list




Manual Time Entry (Or Edit Existing Entry)

Early Release Notice

We tag new extensions with the label “Early Release”. The label is removed after a  certain number of customers have installed and used the extension in production.

Purchase options

  • Billed once per year until cancelled

  • Billed once per year until cancelled

  • Billed once per year until cancelled

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Basic System Requirements

  • WordPress Version 4.9 or later
  • Awesome Support Version 5.8.0 or later
  • PHP 7.1 (7.3 or later recommended)

Additional Requirements

There are no additional requirements for this item.


Purchase options

  • Billed once per year until cancelled

  • Billed once per year until cancelled

  • Billed once per year until cancelled

Add to Cart


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Recurring Subscription Notification

The pricing for this (and most other add-ons) is set as a subscription by default. However, you are free to cancel the recurring subscription at any time – you will still be entitled to the one year of free updates and support from the time of your last payment. The software will generally continue to work without additional payments. However, you should be aware that, as with all software, a future update of any of WordPress / Awesome Support Free Core could include a breaking change. At that time, if you are not on a subscription plan, you will need to purchase a new license to obtain the compatibility updates necessary for the product to continue to work.

To cancel your subscription:

  • Credit card or stripe users- just go to your MY ACCOUNT page on our website.
  • Paypal users - cancel from directly inside your Paypal account.

This notice does not apply to service products such as custom programming or to free plugins.

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Version 2.2.0

  • Feature: Additional fields such as Ticket title, Ticket ID, Total minutes per Client, Total minutes per Ticket on Invoice file.

Version 2.1.2

  • Fix: We fixed the time not added in all circumstances.

Version 2.1.1

  • Fix: Fixed the time tracking filter in the Tracking Report section
  • Fix: Fixed an error message related with the time zone
  • Fix: Remove a fix for a ghost problem we thought was being caused by a compatibility issue between powerpack and time-tracking.
    Note: Since the fix is related to one in core, it now requires version 5.2.0 or later.
  • Fix: A condition for redirecting the user was not being restricted to just the time tracking post type and therefore was affecting every other posttype in certain instances.
  • Minor fixes.
  • Tweak: Labels in user profile changed to explicitly reflect that the fields added are from Awesome Support
  • Tweak: Added a css ID to the user profile elements.  This class will be styled in version 5.9 and later of Awesome Support.

Version 2.1.0

  • Tweak: Use Awesome Support core sessions instead of PHP sessions
  • Fix: 4.9.6 issue with editor when the powerpack add-on is installed along with time tracking.
  • Fix: Divi workaround in the latest issue of the DIVI theme

Version 2.0.3

  • Fix: Removed a debugging call that was inadvertently left in the production code.

Version 2.0.2

  • Tweak: Give user option to remove the invoice number counter when the plugin is uninstalled
  • Fix: Make sure that invoice number is not reset to zero upon deactivation/installation
  • Fix: Compatibility styling issue with the powerpack add-on.

Version 2.0.1

  • Fix: Saving time at the ticket level did not respect the rounding levels in settings
  • Fix: Cleaned up text-domain for translations
  • Fix: Verified nonces and security in ajax call-back functions
  • Fix: Saving time at the ticket level could sometimes result in a blank time-tracking record
  • Fix: Long lookup lists on the ADD TIME TRACKING ticket number lookup field had an issue where the agent could not click to select the ticket or ticket reply
  • Fix: Conflict with editors - under certain circumstances the editors could not be used in visual mode.
  • Tweak: The timer on the ADD TIME TRACKING page is now acting in a more logical manner, automatically updating the time field only when the time field is zero.
  • Tweak: Added a close button to the popup used for saving time at the ticket level

Version 2.0.0

  • New: Time logging is now allowed at just the ticket level instead of always requiring a ticket reply
  • New: Multiple simultaneous timers are now supported - tickets / time entries in separate tabs can each have their own timers
  • New: Timer values are now shown on the tab title.
  • New: You can now see if a timer is running even if a tab using a timer is not the active tab.
  • New: Can now add multiple time entries for a single ticket reply.
  • New: An automatic timer is now present on the manual ADD TIME screen.

Version 1.0.0

  • Fix: More fixes and usability tweaks
  • Fix: Refactoring

Version 1.0.0 Beta 4, 5 and 6

  • Fix: More fixes and usability tweaks.

Version 1.0.0 Beta 3

Second release to customers for evaluation purposes

  • Fix: Numerous minor fixes and usability tweaks.

Version 1.0.0 Beta 2

Second release to customers for evaluation purposes

Items addressed

  • Some data entry fields not wide enough
  • Errors thrown in log files
  • Code refactoring


Version 1.0.0 Beta 1

First release to customers for evaluation purposes

Known critical issues in this version:

  • Errors thrown in the log file when viewing the time log list
  • Certain fields in reporting are not wide enough to be practically useful
  • Manual time entry on the time log screen might sometimes fail to populate the replies dropdown making it impossible to save a timelog entry