Register time

The Time section appears on every ticket when your desk has time registration on. Its heading reads Time in the pop-up and on the full page alike. It shows the total logged, the customer's remaining prepaid hours (prepaid left) when that applies, and counters for locked and billed entries. Each entry shows the invoiced time, the rate, who registered it and when, the INVOICE comment the customer sees, the INTERNAL note, and how much prepaid covers. Money amounts never show on the ticket.

Register time

1. Click Register time.
2. Enter Invoiced time: type 0:45, 45m or 0.75, or click 15m, 30m or 1h. It is rounded up to the next quarter hour: 1 to 15 minutes becomes 15, 16 to 30 becomes 30, 31 becomes 45. The dialog shows the rounded time before you save. Work you do not invoice can be registered at 0:00; see below.
3. If shown, adjust Actually used. It is internal, never rounded, and never changes what is billed. Until you type in it, it follows the time you entered, before rounding.
4. If shown, pick the Rate. The customer's default is preselected; the (i) button explains a rate.
5. Check the Date. It defaults to your own today and cannot be later than that.
6. Write the Comment, 5 to 500 characters. The customer sees it on the invoice.
7. Optional: add an Internal note of up to 2000 characters.
8. Click Register.

An entry you edit later is rounded again only if you change its time.

Register time without invoicing it

When your desk has Actually used switched on, you can record work the customer is not billed for, such as a short follow-up call. Set Invoiced time to 0:00 and record what the job took under Actually used. At least one of the two always carries time.

• Click 0:00, next to 15m, 30m and 1h, or type 0, 0:00, 0m or 0.00. A zero is never rounded up to a quarter hour.
• Actually used must then hold at least 0:15. As soon as you leave the invoiced field, the dialog tells you if it does not: "When invoiced time is 0:00, enter at least 0:15 actually used."
• While invoiced time is 0:00, Actually used stops following it. It keeps the time measured instead: the timer's time after you stop a timer, or the last time you entered. A time you typed in Actually used yourself is never replaced.
• Without Actually used on your desk, there is no 0:00 chip, and a zero is refused with "Enter at least 0:15."
• A 0:00 entry bills nothing. Its comment still appears in the detailed billing export.

Run timers

You can run one timer per ticket, on as many tickets as you like.

1. Click Start in the ticket's Time section.
2. If another timer is already running, you are asked "Start another timer?" with the running ones and their live time. Choose Start another, Stop those and start (registers each running timer in turn, then starts the new one) or Cancel.

• A timer cannot start on a ticket whose customer has no rate you can register at.
• Viewers see no timer controls.

See your timers on every page

While timers run, a chip sits beside the bell on every Helpdesk page. It shows the one running timer, for example "● HD-2026-00148 0:41:45", or the count with the newest one's time, such as "● 3 running 0:12:40". The browser tab title starts with "● 0:41 HD-2026-00148" or "● 3 timers", so you can see it from other tabs.

• Click the chip for the panel: every timer with ticket, subject, customer, start and live time. A timer running longer than 8 hours gets an amber "over 8 h" tag.
• The clock follows the server's start time, so it stays right across tabs and devices. Your other tabs update at once.
• At phone width the chip shrinks to the dot, a clock and the count.
• Escape or a click outside closes the panel.

Pause and resume

Each timer can be paused and resumed from the chip's panel or from the ticket's Time section. The clock counts running time only.

• The chip counts running and paused timers separately. The tab title counts only running ones.
• Starting a timer warns you only while another one is running. Paused timers are listed under their own heading, and Stop those and start registers only the running ones.
• A timer paused for 12 hours is saved for you. Its running time becomes an entry dated the day you paused, at the rate the Register time dialog would preselect, rounded up to the quarter hour and capped at 24 hours, with the note "Saved automatically after the timer was paused for 12 hours". The entry awaits your confirmation, and a bell item links to it until you confirm, edit or delete it.
• Less than a minute of running time removes the timer without an entry. If no rate can be used, the timer stays paused and you are told once.

Stop, register or discard

• Stop (in the panel, the ticket's Time section or the warning) opens the Register time dialog for that ticket on any page, filled in with the elapsed time. It is capped at 24:00, with a note when the timer ran longer.
• The timer stops only when the entry is saved. If you cancel or the save is refused, it keeps running. A timer already registered in another tab is refused, so it is never booked twice.
• Discard throws a timer away without registering it, after a confirmation that names the time.
• The ticket's Time section shows its own timer with Stop and register and Discard, and names your timers on other tickets.
• Moving a ticket to the bin deletes its running timers.

Confirmation and approval badges

Your administrator can set rules that make some entries need a confirmation, an approval or both. The badge and its buttons sit on their own line under the entry.

If you are an approver for an entry someone else registered, you see Approve and Reject on it, and you are told in the bell. You can never decide your own entries.

Edit or delete an entry

Hover over your own entry for the pencil (Edit entry) and the x (Delete entry).

• You can change your own entries while they are open. While one awaits approval, withdraw it first.
• Locked entries are fixed for invoicing. Billed entries can never change.
• An Application Administrator can delete anyone's entry that is not billed. The Activity records who deleted it.
• A 0:00 entry must keep at least 0:15 actually used. Lowering that below 0:15, or clearing it, is refused.
• If Actually used has been switched off on your desk, you cannot change an entry to 0:00. An entry that is already 0:00 can still be edited.