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Recording time can be tedious but accurate timesheets enable accurate business decisions. Data from timesheets allows for more informed business decisions on training, hiring, promotions, pay rises, and more. While there are other important aspects to consider like customer feedback, you can only go so far without knowing where you (or your team’s) time is going.
Unfortunately, the implementation of real-time ticketing is often under-communicated and over-complicated. Especially during the summer months with vacations, on-sites, and other OOOs, it can feel like an extra burden to track time.
We’re here to show how Nilear’s My Ticket Experience (MTX) does the heavy lifting so that you can enjoy the summer season without the frustration of looming time sheets.
Intuitive Design
MTX was designed by techs working on tickets every day, dealing with the same timesheet frustrations. It is purposefully designed to be workflow-based so you can work on tickets in a way that makes sense.
MTX has a simple interface that allows you to take notes in real-time even if multiple people are working on the same ticket at once. Each line can be set to either discussion or internal notes.
The next tab prompts you to write an email to the client (if needed). This means the email you send does not have to be the same as your notes, though your time entry and ticket notes will still show in the email for visibility. Plus you can schedule send it or opt for an SMS message instead.
You can get flags for customer responses, so you don’t miss ticket updates and alerts for in-house updates, an MTX feature that allows you to tag a teammate on a ticket note. Our timer on the ticket and availability board gives you full transparency into how long tasks are taking and what co-workers are working on.
Automate Field Responses
We also cut down on the number of fields you have to fill in by auto-populating the time review fields (Agreement, Work Role, Billable, Work Type) from ConnectWise PSA so you can just focus on adding time entries.
MTX also auto-saves so you can work as fast as you can in real-time without our software slowing you down. When every task takes forever to load and save, it can be easier to just input everything at the end of the day. That means a good chunk of time could go by while you update a time entry, where no one knows what updates are happening.
With MTX, you can click one button to start working on a ticket, and the ticket is automatically placed In Progress, a time entry is created, and it’s added to your calendar.
Optimize On-Sites with MTM
Another reason real-time ticketing fails is because of its inability to transfer to onsites. Websites aren’t optimized for mobile devices and tickets take forever to load. Because of this, techs often decide it’s easier to just wait until they’re back at their desk to update the ticket.
The problem with this approach is that details get forgotten or new tasks pop up unexpectedly on-site and then never get added to the system. Updating tickets at the client location is crucial for transparency and time entry accuracy, ensuring that everyone is informed about current work.
The mobile version of MTX, My Tickets Mobile (MTM) gives techs going onsite an easier interface optimized for mobile and allows them to enter all their notes and time as they work, as opposed to waiting until they return to the office. Additionally, MTM tracks mileage with just the push of a button and automates the expense report.
By leveraging MTX, you can focus on delivering exceptional service to your clients without the constant worry of maintaining accurate time entries. MTX simplifies the process of recording time with its intuitive design, automated fields, and MTM option. It ensures that all necessary information is accurately captured in real-time, so you can make the most of your summer season and beyond.