Support Response Timer

Track your reply speed across chat, email, and tickets. No signup, no tracking - just a timer.

0:00.0

Target: under 30s

Press Space to start/stop

How to use this

  1. Pick your channel. Select Chat, Email, or Ticket. Each mode has its own target time and display format.
  2. Start the timer when a new conversation comes in. Click the button or press Space.
  3. Hit "Responded" the moment you send your first reply. The response gets logged with its time and color.
  4. Repeat. Over a shift, your session stats will show your average, your best, and how often you hit the target.

Your session log is saved in your browser, so it survives page refreshes. Close the tab when your shift is done, or hit Clear to start fresh.

Why response time matters

When someone reaches out to support, they are stuck. Maybe they cannot figure out a feature, maybe something is broken, maybe they are about to make a purchase and have one last question. Every minute of silence adds frustration and erodes trust.

Fast responses do more than resolve issues. They reduce anxiety, prevent escalations, and signal that you actually care about the people using your product. Speed is a form of respect.

This timer is not about pressure. It is about awareness. Track your patterns over a shift, notice when you slow down, and stay accountable to the standards your team sets. Small improvements in response time compound into significantly better customer experiences.

Industry benchmarks

How your targets compare to industry averages.

Live Chat

30s target

Industry avg: 46 seconds[1]

Email

15m target

Industry avg: 12 hours[2]

Ticket

1hr target

Industry avg: 24 hours[3]

Frequently asked questions

It helps support agents track how fast they respond to incoming conversations. Pick a mode (chat, email, or ticket), start the timer when a new request comes in, and stop it when you send your first reply. Over a session, you build a log of response times and can see your average, best time, and how often you hit your target.
The targets are based on what high-performing support teams typically aim for: under 30 seconds for live chat, under 15 minutes for email, and under 1 hour for tickets. These are aspirational benchmarks, not hard rules. Your team may have different SLAs depending on your product and customer expectations.
All data stays in your browser's local storage. Nothing is sent to any server. If you clear your browser data or switch devices, your session history will be gone. This is intentional - it keeps the tool simple and private.
Whatever you decide. The most common approach is to start the timer when you see a new message or ticket come in, and stop it when you send your first reply. It doesn't matter if the issue is resolved - first response time is the metric that matters most for customer perception.
Press Space to start and stop the timer. That way you can keep your hands on the keyboard while working through your queue.
When the timer reaches 90% of the target time for your selected mode, a short beep plays as a heads-up that you're about to exceed the target. You can toggle the sound on or off with the speaker icon next to the timer controls.

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Sources

  1. [1] Comm100 Live Chat Benchmark Report, 2020 (56 million chats analyzed) - comm100.com
  2. [2] SuperOffice Customer Service Benchmark Report (1,000 companies analyzed) - superoffice.com
  3. [3] Zendesk Benchmark (45,000 companies across 140 countries) - zendesk.com
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