Time Tracking and Projects Patrick Clements

In an effort to expand the ability to track technicians’ time and specify particular projects they work on we have upgraded our web based helpdesk software to support projects and types of work units performed.  Tickets can now be assigned to projects and sub projects in order to group tickets, time, and task types into an easier report for visibility.

Technicians now have the added ability to create projects to the accounts they support.  (NOTE: If you only use HelpDesk as an internal support tool then you will only have one account in your Account Manager listed as your Internal Account.)

Within each project Technicians are able to track the total amount of hours spent by each technician and the different tasks types which they are assigned.

Administrators are able to easily run reports to get total visibility into the type of work their support technicians are providing and on which projects they have worked on over a period of time.

 

Entering time logs is done through a calendar style interface allowing technicians to assign time and task types to projects outside of individual tickets.  This could be anything from research, to idle time, to training. 

These new feature set will be the foundation of allowing your support team better visibility and accountability in managing projects in your organization or across multiple organizations.  We will be expanding the routing and reporting aspects of these features and will soon allow your data to be easily exported to various invoicing solutions.  We are excited about this upgrade and would always be interested in your feedback and comments!