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Is tracking how much time service engineer spent on the ticket important?

Irina Mosina _TechTime_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 11, 2024

Hi there, 

We are a Solution partner as well as a Marketplace Partner. That means we receive questions, service and feature requests, as well as incident reports and manage them in JSM. 

We were reflecting on the way we track our support engineers' time, and we have come up with a number of ways of doing it including automated timetracking in Jira and Confluence with SLAs in JSM helping us keep our commitments to the customers and to track our internal efficiency. 

We've also talked to a bunch of our customers about the way they do that and why it is important to them, but today, I wanted to reach out to the wider community with the following questions: 

1. Do you bill your customers based on your time on the ticket? How do you do it now? Is this working for you? 

2. Do you need to know how much time you've spent on Feature requests vs Bugs/Incidents? How do you do it now? Is this working for you? 

3. Do you burndown/reduce the monthly/annual support budget based on the time you've spent handling the tickets, or is it unimportant? If it's not important what metrics do your Service Managers and Account managers use to track the efficiency and billability of your team?  Is it just SLA

Would appreciate any insights on this! 





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