• Tracks freelance resource hours.
• Tracks multiple small projects and milestones within the projects.
• Tracks budget information and scope creep.

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• We particularly like the ticketing system for our help desk, and how it keeps track of billable/non billable hours. This helps at the end of the month for invoicing and for seeing where we may need to tweak our contracts with our clients.
• The Workflows also make my job must easier and tasks that much easier to manage. The automation is great.
• The integration of different application, such as having our help desk calls attached to tickets is an added benefit so that we can better keep track of our time spent with customers.

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• It's often confusing to use and find things, I sometimes find it to be a little counterintuitive as to where functions are (e.g. for tracking budgets and pulling reports).
• When pulling a budget I always struggled to comb through the large amounts of data and time inputted. When I select a filter the page often wouldn't refresh or i'd forget to de-select a filter as it wasn't in an obvious place, which sometimes left me with pulling an incorrect budget.
• The data is only as good as the people entering the time. Often with so many small tasks people would enter time incorrectly, in the wrong milestone or project. It lists all of your projects on one page, so it's not easy to enter it and there's a lot of room for error.

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• I think it would be nice if ConnectWise had a feature for internal techs to send attached files when doing an internal update ticket, while updating the ticket at the same time without having to click on 'time entry'--that is a very nitpicky request.
• ConnectWise might offer some better examples of what their workflow rules are capable of accomplishing.
• When e-mailing help@connectwise.com, it would be nice if we did not have to remember to specify that any added information we were giving about an issue (if not on the original ticket) needed to be added to a recently-opened ticket.

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• Positive - We were able to track multiple projects at the same time and record accurate hours.
• Positive - Able to pull budget and excel reports which can the be analyzed further and relatively simply.
• Negative - There were a lot of times when hours were entered inaccurately which left us in a bind with budget and freelance billing.

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• Accurate time tracking
• Better staffing
• Greater efficiency especially on larger projects

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