freedomit
Well-Known Member
- Reaction score
- 200
After cancelling our Connectwise subscription I have been using MHelpdesk for a couple of weeks after signing up to a paid trial and have a few questions/problems based around how others use it...
1) Rounding time - like a lot of companies onsite work is invoiced as 1hr and then blocks of 30 mins after that. Remote work is invoiced in 15mins blocks. When adding time to a ticket its rounded to the nearest minute and then when invoiced the hourly rate is divided by the number of minutes. ie if I went to site for 45mins normally this would be a straight £60 for 1 hour but MHelpdesk logs this as Qty 0.75 and puts £45 on the invoice. What's the best way to work around this issue and still log time spent accurately?
2) Working quick tickets - Imagine the scenario...a contract client emails in a support ticket asking for a user account to be disabled. What is your procedure for working a very quick ticket start to finish and informing the customer? In Connectwise we would change the ticket to open, resolve the issue and then add a time entry (automatically done from time ticket was opened and closed) with a description of work done, this changed the ticket to closed, logged the work done and emailed the description all in one step. In Mhelpdesk it seems much more complicated, you change status to Open, then go to time, start timer, add time and a description, then go to message and write the same description to inform the customer, then go back and close the ticket. It seems like where as Connectwise did it all in one step MHelpdesk has to be done in three?
MHelpdesk is a much simplier solution than ConnectWise but that's one of the reasons we chose it, we just need to try and find work arounds/best practices for a few things.
Thanks in advance
1) Rounding time - like a lot of companies onsite work is invoiced as 1hr and then blocks of 30 mins after that. Remote work is invoiced in 15mins blocks. When adding time to a ticket its rounded to the nearest minute and then when invoiced the hourly rate is divided by the number of minutes. ie if I went to site for 45mins normally this would be a straight £60 for 1 hour but MHelpdesk logs this as Qty 0.75 and puts £45 on the invoice. What's the best way to work around this issue and still log time spent accurately?
2) Working quick tickets - Imagine the scenario...a contract client emails in a support ticket asking for a user account to be disabled. What is your procedure for working a very quick ticket start to finish and informing the customer? In Connectwise we would change the ticket to open, resolve the issue and then add a time entry (automatically done from time ticket was opened and closed) with a description of work done, this changed the ticket to closed, logged the work done and emailed the description all in one step. In Mhelpdesk it seems much more complicated, you change status to Open, then go to time, start timer, add time and a description, then go to message and write the same description to inform the customer, then go back and close the ticket. It seems like where as Connectwise did it all in one step MHelpdesk has to be done in three?
MHelpdesk is a much simplier solution than ConnectWise but that's one of the reasons we chose it, we just need to try and find work arounds/best practices for a few things.
Thanks in advance
