Time tracking and timesheets

Time entries sit on tickets and flow into invoices and retainer balances. Time that is not logged is not billed.

Log time

1. Log against the ticket, not against the client in general.
2. Log as you go, or at the latest before the end of your shift. Or start a timer and stop it when you finish.
3. Describe what you did. The client may see the entry on their invoice.
4. Mark it billable or non-billable according to the contract.
5. Round to the client's agreed increment.

The Draft time entry tool can suggest minutes and a note from what you wrote on the ticket since you last logged time. You check it before it is saved. See AI triage and assist.

What is not billable

• Rework caused by your own mistake.
• Internal training and admin.
• Work the client's plan already covers.
• Time on a retainer. It burns retainer hours instead. See Contracts and retainers.

Timesheets

Each week, technicians submit their timesheet.

1. Open Timesheets and check the week: every day accounted for, every entry described.
2. Submit the week.
3. A manager with the Time tracking · Manage all time permission approves it, which locks the week, or sends it back with a reason.

Nobody approves their own week, except a superadmin.

Weekly review for managers

1. Find unbilled billable time and get it onto an invoice or a retainer.
2. Check that non-billable entries have a reason you could defend.
3. Look for missing days. An empty day is lost revenue, not a quiet week.
4. Read a sample of entries as the client would. Vague entries slow down payment.

Unbilled billable time that no retainer absorbed is picked up by the next billing run.