How to use the Helpdesk

I use a commercial support desk from Kayako. This allows me to communicate with all my employees and clients in a way that nothing gets lost. It also allows me to track time worked and time billable.

It’s extremely important that you enter your time as soon as you reply to a ticket and that you bill your time accurately. When my clients ask for work, that will sometimes require research and experimentation. Time spent on these tasks is billable.

On the other hand, when you are certain that your expertise has extended the time spent on a project, you should bill only the hours that were productively spent on the task. Our clients expect us to be expert and that’s what we deliver to them.

See the training below:

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