Time management, reporting automation

Question

Time Management

Hello!

I work in technical support, there is a set of regular customers - third-party organizations. My working day consists of solving different tasks for some clients. To account for these tasks, the 1C8: CRM system is used.

At the end of the month, we build a report on the work done, in which we briefly describe in minutes what client we worked on and what was done. It can be very difficult to write a report, especially if you are solving several tasks at the same time. Now these reports are maintained in Excel.

The essence of this report for the employer: the calculation of the time spent on each client and the calculation of the total working time of the employee.

Question:I would love to automate this process. Can you please tell me how you do this kind of accounting? What software do you use?

Answer 1

since you use 1C8:CRM, then there are keys to the platform.
was written for similar tasks: infostart.ru/public/160154/
the time spent report is written in ACS, you can quickly sketch out a report with the necessary groupings / selections.

Answer 2

In general, this is usually done through the ticket system, or some other task organizer - the same outlook / thunderbird.
In a ticket, it’s easier - the time the ticket is taken on one’s own responsibility = the start of solving the problem, the closing time is the end.
Again, you can solve two tickets at the same time - while a backup thread is being made, you can view a few more tickets from clients of the same hosting

Answer 3

We use redmine .
A separate project has been created for each client, managers from the client's side have access to projects and can add tasks.
There are reports with timestamps for tasks (reports are exported in CSV format and can be easily converted to xls via OpenOffice).