The Stopwatch is automatically recording the working time of a supporter during ticket interaction. It can be started and stopped manually and automatically, based up on rules set up in the Stopwatch configuration. The Stopwatch can be used to ensure that the effort for a processing step is documented in the ticket - although these can still be recorded manually.

The Stopwatch is available only to Supporters, users who are Resource Members or Dispatchers with write access to the ticket. It usually starts automatically when the Supporter enters the ticket, not in the ticket preview. The stopwatch may also be started or stopped manually. It automatically stops once the Supporter leaves the ticket - plus a cooldown time of 30 seconds before the working time is recorded in an editing step in the related ticket.

The cooldown time (30s) allows reusing and continuing the previous Stopwatch when re-entering the ticket within this time, so it will be recorded only once. This is useful when leaving a ticket accidentally, or refreshing the browser, but the Supporter needs to continue working.

When the same ticket is opened multiple times by the same user, e.g. in multiple browser tabs or on multiple devices, only one Stopwatch will be started. It will stop the time when the user has left this ticket in every browser tab and device.

When more than one Supporter enters the same ticket, each one of them has their own individual Stopwatch. In the end, there can be multiple editing steps with working hours, one for each Supporter.

A Supporter user can be active in multiple tickets at the same time. In that case, each ticket has its own Stopwatch and records the working time individually.

If the stopwatch records a value, this is done as effort using a separate processing step. The same rules apply here as for the manually entered effort:

• If the changing of the effort is allowed, this is also allowed for the recorded time of the stopwatch.
• If changing fields of a closed ticket is allowed, this is also allowed for the recorded time of the stopwatch.

The effort can be changed at the processing step via the stopwatch icon or in the options menu.