The Problem with Ticket Systems
Ticket systems are standard in IT and support departments. They structure requests, enable traceability, and provide clean documentation. But when it comes to accurately capturing time spent on tasks, they quickly reach their limits:
- Employees enter times manually – often inaccurately or not at all.
- Automatic tracking based on status changes does not reflect actual work time.
- Indirect activities (calls, discussions, interruptions) are completely missing.
The result: managers and HR see only half the truth. Capacity planning, SLA analysis, and workload reports are based on incomplete data.
Existing Solutions – and Their Limitations
To create more transparency, companies typically rely on:
- Manual time tracking: highly detailed but very time-consuming.
- Separate time tracking systems: improve accuracy, but employees have to double-book their work.
- Process optimizations: can ease workloads but don’t solve the measurement problem.
All of these approaches have one thing in common: the data remains fragmented, and employees often view tracking as a burden rather than a help.
TimeSpin as the Missing Piece
This is where TimeSpin comes in – a tactile gadget for effortless time tracking.
How it works:
- Tickets are linked with TimeSpin (ticket ID = TimeSpin project).
- Employees start tracking simply by turning their TimeSpin device to the relevant ticket.
- Time automatically runs while work is being done.
- Comments or specific activities can be added.
- TimeSpin exports (Excel) can be merged with ticket system data.
This creates a complete picture: what the ticket system reports about processing time – and how much actual work time went into it.
Key Benefits
For employees: intuitive, fast time tracking without extra admin burden.
For managers: clear visibility into resource usage and ticket complexity.
For HR & Controlling: reliable data for workload reports, cost center allocation, and capacity planning.
For the company: more transparency = better decisions on staffing, SLA definitions, and process optimization.
Who Should Act Now
- Support Leads: to make team performance realistically visible.
- HR professionals: to map working hours accurately and assess workload fairly.
- Management & Controlling: to establish a valid data foundation for cost and efficiency analysis.
Additional Use Cases Beyond Support
TimeSpin isn’t just for IT support – it can be a lifestyle and productivity tool for many:
- Coaches & Consultants: track billable hours effortlessly.
- Freelancers: log project time with a simple gesture.
- Agile Teams: monitor sprint efforts without manual data entry.
- Students & Creators: track focus time for deep work sessions.
- Business Advisors: analyze where clients spend the most time for optimization.
Conclusion
Ticket systems document workflows – but not the full picture. With TimeSpin, you can close the gaps without overloading employees. This gives managers and HR teams a realistic view of support times and opens the door to sustainable optimization.
👉 Try the demo: TimeSpin Time & Activity Tracking
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