![]() I don’t need a 15-minute time entry, I certainly don’t need 5m time entries. If someone logs 6hrs of their 8hrs a day at work, that’s enough. The best way to get compliance with time entry is to make it effortless. That goes for most knowledge-based industries. Time entry is a requirement of running a mature business that has objective visibility to value creation and profitability when human effort is the value being sold. It’s effective at measuring value contribution and ultimately that serves all parties. I see similar struggles with wanting to do away with time entry in the DevOps space as well.Īny type of Professional Services (PS) delivery team accountants, lawyers, consultants, they all face the same issue of having to do timesheets, but everyone arguing about why they don’t want to do it. I get the pull to not doing time entry, it’s a never-ending battle. Both for the sake of the tech as well as the end-user client that is being supported. So if there is a discussion to be had, it’s that the PSA vendors need to completely re-think and potentially rebuild their platforms from the ground up to make them easier and faster to interface with. They are clunky, dated, and create a high level of friction to enter and find the data the techs are looking for. Many of the ticketing systems in the channel are far from modern. I can certainly appreciate why this is desirable. You could argue they’ve even advanced past the client portal system and are simply embedded in the workflow of the end-users. There is growing attention to companies that service their clients through Slack and other non-traditional ticket-based helpdesk models. These are the things that tell you it’s working or not. In the same way, an MSP should be obsessing over metrics that tell them how their service is being consumed. SaaS providers obsess over CAGR, CAC, Churn, Engagement, and all kinds of deep metrics about how their customers interact with their products. This means as much data as you can have about it the better. Of course, you have a support department for your software, but the relative cost of that group compared to the other parts of the company, like development, would be much smaller. You don’t sell support as a SaaS provider so your basis of cost modeling is departmental. I agree that running a SaaS helpdesk like the vendors in the support channel feels simpler. The comparison to the software as a service (SaaS) model of support I think is tempting for technology companies to replicate, but there are some substantial differences to why an IT support model is different from the product support model. ![]() We were exploring how much of a cultural impact entering time has on the team and how most software support groups were using simple ticket metrics to measure effectiveness rather than tracking time spent on tickets specifically. He was exploring the idea of not tracking time on tickets at all. It seems like this is how the software is setup but it seems to be non-functional on our end.I recently had a conversation with a friend in the MSP channel. It would be nice if under "pay category" that we could have it setup with a job number, like #8508, and then the software automatically applies the account information to the job # in the background. We currently work around it by entering our time as "Regular" but then we have to enter the account numbers and a brief description of what we did on that account in the comments section. The issue that that we can't figure out is how to setup the software so that it's possible add job #'s to the pay categories to select from, like the "Reg Pay" selection. ![]() We work on multiple jobs per day that need to be charged to multiple accounts. ![]() The interface is relatively self explanatory and easy to use in a basic sense. It's time consuming to fill out time sheets when we have to enter multiple 18-25 digit numbers in the comments for multiple jobs per day. Comments: Overall, in a basic sense it works well but wish the functionality for our particular situation was better. ![]()
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