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. Chat, Email, or Ticket - each one has a different target and its own display format.
  2. Start the timer the moment a new conversation lands. Click the button or hit Space.
  3. Hit "Responded" as soon as your first reply goes out. It logs the time, color-coded by how you did against target.
  4. Keep going. By end of shift, you'll have a real picture - average, personal best, and your on-target rate.

Your log persists through page refreshes - it's saved locally. When your shift's done, close the tab or hit Clear to wipe it.

Why response time matters

When someone messages support, they're stuck. Could be a broken feature, a billing question, or one last thing standing between them and a purchase decision. Every minute they wait without a reply, their frustration climbs and their trust drops.

Fast first responses don't just solve problems faster. They signal that someone's paying attention. That matters a lot more than most teams realize - especially when the issue turns out to be complicated. Speed buys goodwill you'll need later.

This tool isn't about pressure. It's about building self-awareness. Track your times across a shift, notice where you slow down, stay honest about the patterns. A 10-second improvement in average chat response time, repeated across hundreds of conversations, adds up to a meaningfully better customer experience.

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's a response time tracker for support agents. Pick chat, email, or ticket mode, hit Start when a new conversation lands in your queue, then hit Responded the moment you send your first reply. Do that across a shift and you'll have a real log - your average time, your best, how often you're hitting target. Useful for spotting patterns you'd otherwise miss.
The targets come from what strong support teams actually aim for: under 30 seconds for chat, under 15 minutes for email, under an hour for tickets. These aren't universal rules. Your SLAs might be tighter or looser depending on your product and what your customers expect. The benchmarks are a good starting point, not a mandate.
Everything stays in your browser's local storage. Nothing leaves your device, nothing hits a server. If you wipe your browser data or switch to a different machine, your session history won't follow you. That's by design - simpler and more private that way.
That's up to you. The standard approach: start when you see the incoming message, stop when your first reply goes out. Whether the issue gets resolved in that exchange doesn't matter for this metric. First response time is what shapes customer perception - it's the number that matters most.
Yep - Space bar starts and stops the timer. No need to reach for the mouse between conversations. Keep your hands on the keyboard and your eyes on the queue.
At 90% of the target time, a short beep fires - it's a heads-up that you're cutting it close. Better to know with a few seconds to spare than to realize you've blown past the target after the fact. Toggle it on or off with the speaker icon next to the timer. Some people love it. Some find it stressful. Your call.

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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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