Kaseya Community

Money flying out the window..

  • Anybody else using this product (CommitCRM)?

    Legacy Forum Name: IT Procedures,
    Legacy Posted By Username: billmccl
  • Numara FootPrints has an auto-time tracker, meaning when you open a ticket it starts counting your time. Its great if you want to bill down to the second and see someone's whole day, but it quickly becomes a nightmare. It was a great tool that we tried to use, but became such a burden on field techs that it almost bankrupt the company of its staff. I've worked places where this is the road they've gone down, and it nearly cost them the company because it became too stressful to justify time as an exact science, and even if you could it would be fudged anyway. Don't get over-zealous with the time tracking, just stay on top of your people and make sure they are doing things right and not under-billing for who knows what dumb reason. This is a policy and staff issue, not a technology issue, and if you can't trust your staff to do things the right way then why could you trust them at all?

    Bill in blocks and make sure people know how to enter billable time. Reprimand those who don't bill their hours properly. Managing hours down to the minute distracts immensely from the actual job at hand, which is providing service to the customers and making sure their network is operating smoothly. It only works in a call center environment where you are glued to your desk all day jamming tickets into the system, and can actually hinder the productivity of an otherwise extremely efficient worker to have their whole day focused on whether or not they can explain what happened to that fifteen minutes they were in the bathroom, or whether they started working on a server that crashed at 2:41 or 2:50 PM. If you're really that paranoid, there are other problems to deal with.

    Legacy Forum Name: IT Procedures,
    Legacy Posted By Username: drodden
  • billmccl
    Anybody else using this product (CommitCRM)?


    We use CommitCRM.

    Legacy Forum Name: IT Procedures,
    Legacy Posted By Username: Dean
  • Does it provide any level of integration with K2?

    Legacy Forum Name: IT Procedures,
    Legacy Posted By Username: PeterS
  • PeterS
    Does it provide any level of integration with K2?


    Absolutely none whatsoever. We have to raise tickets manually in Commit. Other than that, it is pretty good - not to mention cheap!

    Legacy Forum Name: IT Procedures,
    Legacy Posted By Username: Dean
  • You sure about that? http://www.commitcrm.com/forum/showthread.php?t=629

    Also this forum post asking about GFI, also provides some more current info:
    CommitCRM currently officially supports integration with the following MSP products: N-able, Level Platforms, and LabTech. The support is in the email alert level (using the Commit Email Connector you can automatically have tickets created from MSP alert emails). The Email Connector allows pulling incoming emails from your inbox and converting them into tickets, based on set of rules you define on your own. This provides with a very flexible platform, which allows receiving alerts from various systems, and converting them into tickets. You may be able to configure the system to process the alerts from HoundDog and convert them into tickets. You can find more details on how this can be configured here.

    Legacy Forum Name: IT Procedures,
    Legacy Posted By Username: djmundy
  • djmundy
    You sure about that? http://www.commitcrm.com/forum/showthread.php?t=629

    Also this forum post asking about GFI, also provides some more current info:
    CommitCRM currently officially supports integration with the following MSP products: N-able, Level Platforms, and LabTech. The support is in the email alert level (using the Commit Email Connector you can automatically have tickets created from MSP alert emails). The Email Connector allows pulling incoming emails from your inbox and converting them into tickets, based on set of rules you define on your own. This provides with a very flexible platform, which allows receiving alerts from various systems, and converting them into tickets. You may be able to configure the system to process the alerts from HoundDog and convert them into tickets. You can find more details on how this can be configured here.


    That's pretty cool. We have only used it for a little while and this was one of the things we asked them about!

    Legacy Forum Name: IT Procedures,
    Legacy Posted By Username: Dean
  • This page will be very useful to you: http://www.commitcrm.com/support.htm

    It searches both their forums and documentation / wiki.

    Legacy Forum Name: IT Procedures,
    Legacy Posted By Username: djmundy