What is the purpose of using time entries in Autotask tickets?

Time entries allow users to log the specific work performed on a task or issue, ensuring accurate tracking for billing, project management, and reporting purposes. Each entry provides a record of labor, time spent, and any challenges encountered during the work.

Can I edit or delete a time entry after it's been submitted?

Yes, you can edit or delete a time entry in Autotask if you have the necessary permissions. Simply navigate to the ticket, find the time entry under the 'Time Entries' section, and select 'Edit' or 'Delete.' Note that changes might affect billing records, so proceed with caution.

How does Autotask handle overtime or non-standard hours?

Autotask allows you to define billing rules for overtime, non-standard hours, or different billing rates based on time of day or employee roles. You can configure these in the contract settings, and the system will apply the appropriate rates to time entries automatically.

What are common use cases for time entries in Autotask?

Common use cases include logging support tasks for IT help desks, tracking project milestones, recording billable hours for consulting services, and managing field service calls. Time entries provide a detailed log that can be tied to billing, client reports, or internal productivity tracking.

How can I ensure my time entries are accurate for billing purposes?

To ensure accuracy, regularly update your time entries during or immediately after completing tasks. Double-check the time logged, ensure the work performed is clearly described, and align the entry with the contract billing rules or client requirements for clear invoicing.

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Autotask Ticket Time Entries-AI-powered Autotask ticket tracking.

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Autotask Ticket Time Entries

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Introduction to Autotask Ticket Time Entries

Autotask Ticket Time Entries is a crucial component within Autotask, a professional services automation (PSA) platform, designed to help managed service providers (MSPs) and IT professionals track time spent on various service requests and projects. Time entries within tickets provide a structured way to record the work performed, its duration, and any associated costs. The core design purpose is to ensure accurate billing, improve time management, and enhance operational efficiency. By attaching time entries to support tickets, technicians can document their work in real-time, while managers can analyze team productivity and ensure clients are billed properly. For example, in a scenario where a technician is troubleshooting a client's server issue, they would create a ticket in Autotask and then log a time entry every time they work on the issue. This log includes a description of tasks performed, the time taken, and any key findings or actions. These entries accumulate to provide a clear, detailed history of the resolution process and are used to generate reports for both internal analysis and client billing.

Main Functions of Autotask Ticket Time Entries

Time Tracking
Example
Technicians can log time spent on troubleshooting an issue, completing a task, or performing maintenance work on a ticket.
Scenario
A technician works on a network outage for a client. They spend 2 hours diagnosing the problem, 1 hour fixing it, and 30 minutes testing the solution. Each of these steps is logged in the ticket's time entry system, allowing the technician to track the entire process and the client to be billed accurately.
Work Documentation
Example
Each time entry includes detailed descriptions of the work performed, creating a clear historical record.
Scenario
A helpdesk technician receives a ticket for a recurring printer issue. They document every troubleshooting step taken over multiple sessions, creating a comprehensive record of attempted solutions. This helps with future troubleshooting and client reporting.
Billing and Invoicing
Example
Logged time entries are tied to client contracts or service levels, making billing transparent and accurate.
Scenario
For a client on a retainer contract, every minute of support logged through Autotask Ticket Time Entries counts towards their allocated hours. Once they exceed the monthly limit, additional charges are automatically calculated based on the overtime hours logged.

Ideal Users of Autotask Ticket Time Entries

Managed Service Providers (MSPs)
MSPs, especially those managing a large volume of clients and support tickets, are ideal users. Autotask Ticket Time Entries help MSPs maintain detailed records of all time spent on client issues, which directly supports accurate billing, SLA compliance, and efficient workforce management. By capturing detailed work logs, MSPs can enhance transparency and improve client relationships.
Internal IT Departments
Internal IT departments that need to track time spent on various internal projects or support tasks also benefit. Time entries help departments measure team productivity, allocate resources efficiently, and justify internal budgets by showing how much time is spent on different activities. This is particularly useful for organizations seeking to improve IT service delivery while tracking internal cost allocation.

How to Use Autotask Ticket Time Entries

1
Visit aichatonline.org for a free trial without login, no need for ChatGPT Plus, to start exploring the tool’s capabilities.
2
Open your Autotask account and navigate to the ticket you need to update with time entries. Ensure you have access to the relevant project or service desk.
3
Click on the 'Time Entries' section of the ticket and select 'Add Time Entry.' This will allow you to document the work you have done on the issue.
4
Fill in the time entry details, including start and end times, work performed, and any notes. Use the Work Performed field for a clear, step-by-step description of the task.
5
Review and save your time entry. Once saved, this record will be logged under the ticket for review by your manager or client. Ensure accuracy for billing and reporting purposes.

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Autotask Ticket Time Entries - Frequently Asked Questions

What is the purpose of using time entries in Autotask tickets?
Time entries allow users to log the specific work performed on a task or issue, ensuring accurate tracking for billing, project management, and reporting purposes. Each entry provides a record of labor, time spent, and any challenges encountered during the work.
Can I edit or delete a time entry after it's been submitted?
Yes, you can edit or delete a time entry in Autotask if you have the necessary permissions. Simply navigate to the ticket, find the time entry under the 'Time Entries' section, and select 'Edit' or 'Delete.' Note that changes might affect billing records, so proceed with caution.
How does Autotask handle overtime or non-standard hours?
Autotask allows you to define billing rules for overtime, non-standard hours, or different billing rates based on time of day or employee roles. You can configure these in the contract settings, and the system will apply the appropriate rates to time entries automatically.
What are common use cases for time entries in Autotask?
Common use cases include logging support tasks for IT help desks, tracking project milestones, recording billable hours for consulting services, and managing field service calls. Time entries provide a detailed log that can be tied to billing, client reports, or internal productivity tracking.
How can I ensure my time entries are accurate for billing purposes?
To ensure accuracy, regularly update your time entries during or immediately after completing tasks. Double-check the time logged, ensure the work performed is clearly described, and align the entry with the contract billing rules or client requirements for clear invoicing.