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Record time where the work happens
Link time entries to the case or opportunity they relate to, then use those records to review the service work.
Keep time connected to the work
Time is more useful when your team can see what it relates to. A duration on its own tells you less than an entry linked to the customer and the work being handled.
ProactivePSA supports time entries against cases and opportunities. Charge types and timesheets give those entries a structure, while the related records supply the context.
Record the activity, not just a total
A service case can involve investigation, a customer conversation and follow-up work. Recording time against the case helps preserve the connection between those activities and the request.
Make time entries part of the normal casework routine. Keeping the entry with the case gives the team a record it can revisit, rather than a total separated from the work.
Review the work with its customer context
Customer, case and time records can inform reporting and dashboards. An owner or service manager can review the recorded work with the relevant customer context, rather than treating time as a separate list of numbers.
Start with a question that matters to your team, then build the report around the relevant records and filters. Use the visual builder and AI assistant to help shape the report, and review its results against the recorded work.
Understand the commercial boundary
Beta
Time entries, charge types and agreements can feed the billing workflow. Finance and billing tools are in Beta, with access depending on the applicable user permissions and Beta access.
Try the workflow in context
Explore how ProactivePSA links service cases, recorded time and reporting. The most useful demonstration starts with the way your team handles work today.
More from the blog
Other notes on customer records, service desk work, time tracking and reporting.