Ticket Response Time Tracker

WHAT IT DOES

Ticket Response Time Tracker is a browser extension that automatically scans the current webpage for ticket, issue, request, or case identifiers. It detects these elements by examining IDs, class names, data attributes, link patterns, and text content for keywords like "ticket", "issue", "request", or "case". For every detected ticket element, the extension adds a floating timer button right beside it. This button displays the elapsed time since the ticket was assigned or last responded to. Clicking the button opens a comprehensive panel that shows detailed response time metrics including total time since assignment, time since last response, and visual warnings when tickets approach or exceed configurable thresholds. The panel also includes a quick note field for recording response details, action items, or follow-up requirements. All per-ticket timestamps, response history, and notes are stored locally in your browser using GM_setValue, ensuring they persist across page reloads and browser sessions. Tickets that exceed the warning or critical thresholds are automatically highlighted with color-coded borders, making it easy to identify at-risk tickets at a glance.

WHERE IT RUNS

This extension runs on any webpage that displays ticket or issue information – including help desk platforms, project management tools, bug trackers, customer support dashboards, CRM systems, and internal company portals. It works wherever there is a visible ticket identifier or request number on the page. The extension intelligently adapts to different page structures and supports a wide range of common ticket management systems. No manual configuration is required per site; the extension automatically detects ticket elements using a flexible pattern matching system.

HOW TO USE

Simply install the extension and navigate to any page containing tickets or support requests. The extension automatically detects ticket elements and places a small timer button beside each one. Each button shows the elapsed time since the ticket was assigned or last responded to. Click any button to open the detailed response time panel for that specific ticket. The panel displays total time since assignment, time since last response, and visual status indicators. Use the "Record Response" button to mark a new response, resetting the elapsed timer. The "Reset Timer" button allows you to reassign the ticket and start fresh. Add notes to any ticket to track action items, investigation steps, or resolution details. The color-coded system highlights tickets approaching the warning threshold in amber and tickets exceeding the critical threshold in red, enabling you to prioritize your workload effectively.

ONE TECHNICAL SECTION – WHY IT WORKS

The extension employs a multi-layered detection engine that goes far beyond simple text matching. First, it scans the DOM using a comprehensive set of CSS selectors targeting common ticket-related attributes and class patterns. Second, it traverses text nodes using a TreeWalker to detect ticket identifiers in natural language content, such as "ticket #ABC-123" or "Issue: 45678". Third, it analyzes the contextual hierarchy of each detected element to locate associated date and time information, examining siblings, parent elements, and nearby nodes for date-related classes, attributes, and text patterns. The extension then parses dates using multiple format patterns and relative time expressions like "2 hours ago". All data is stored using a fingerprinting system based on a hash of the ticket ID combined with the page domain, ensuring accurate data persistence even when tickets appear in different contexts. The extension uses a MutationObserver to detect dynamic page updates and re-scans only when ticket elements change, balancing performance with accuracy.

THE PANEL – DRAG / PER-SITE POSITION / SNAP / COLLAPSE / RESIZE / ESCAPE

The detailed response time panel includes a draggable title bar, allowing you to position it anywhere on screen for convenient access. The extension remembers your preferred position per website, so the panel opens in the same location each time you return to that domain. The panel supports snap-to-edge behavior – when dragged near screen edges, it gently snaps into place for a tidy workspace layout. You can collapse the panel down to just its title bar by clicking the collapse button, keeping it accessible without taking up screen space. The note input field and metrics display are contained within a scrollable body, ensuring all content remains accessible even on smaller screens. Pressing the Escape key closes the panel instantly, returning you to your workflow.

PLEASE NOTE

This extension requires the free BotGentz extension to be installed and enabled, as it relies on BotGentz's userscript injection and GM_* API shims for cross-browser compatibility. Websites frequently update their HTML structures and class names, which may cause detection to break temporarily – we actively maintain the matching patterns and release updates regularly. The extension stores all ticket timestamps, response history, and notes exclusively in your local browser storage (GM_setValue); no data is ever transmitted to any external server or third party. You are responsible for backing up your ticket tracking data if you switch browsers or clear your storage. The extension does not read, modify, or interfere with any ticket content or system data – it operates solely on the static page content and stores only metadata (timestamps and notes) that you explicitly create.