In a way you have to set it up. So for example, exclude “new” tickets as part of the timer and then have your techs switch it to “in progress” to start the timer. Something our company was doing already so I had data to use. Granted, somethings can be a bit off, but over all it does seem to be useful over time if you have more than one client either eating a lot of time or a tech. While I knew it already, it did show quoting eating a lot of our time up compare to some of the other task we was performing. As Andy said, if you are a small msp you more than likely know where your time is going… so the report it self wont be as useful. While we’re not a big msp, even having a few techs, it does help show me where we can improve time on some task over all.
But I understand where you are coming from. I believe you would like it to show bill time over - over all time - that was spent on that ticket. In theory, when your techs get on site, they could change it to something like “Billable Time” or “In Progress” and then when they leave switch it to something else. In that case, we would need a way to automate the switch if it was me. For example, we do have a “schedule” status - during that time the ticket doesnt add time - but when it comes time, it would be cool if it switch the task status to “in progress”.
@Andy With that said, this is also why I was requesting two in/out types for tickets
To better understand what the ticket was about / better idea on what was going on.
Also, the reports might be less useful if, for example, two techs were on a single ticket. That’s where the time sheets would be better represent their time. I might be wrong, but the current way doesnt actually take that into account either. Over all, garyh is asking for a way to account for real “billable time” over just the over all time report for a ticket.