Why Your Techs Still Don’t Track Time in Real-Time (And What to Do About It)
Real-Time Time Entry Isn’t a Tech Problem, It’s a System Problem
If you're an MSP still chasing missing time entries, you're not alone. Most MSPs know they’re leaking revenue, struggling with inaccurate profitability reports, and watching SLA metrics slip. The underlying issue? Real-Time Time Entry (R-TTE) is treated like a wish list item instead of a non-negotiable business standard.
At Advanced Global, we’ve worked with hundreds of Autotask-based MSPs, and this issue shows up almost every time. The good news? It’s fixable. But not by reminding, reprimanding, or relying on pep talks.
1. Techs Aren’t the Problem - Poor Accountability Systems Are
Yes, Techs are your revenue generators. They meet Client expectations and solve critical issues. But that doesn’t mean they get to skip documentation and time tracking. When expectations are loose, so are results.
Real-Time Time Entry is part of being a Professional. Techs must:
Document what work was done
Enter time down to the minute
Communicate updates as they go
What’s missing in most MSPs is the system to support these expectations. No consistent workflows. No service coordination. No real-time dashboards.
"When you're accounting for every hour of the day, top MSPs reach 80% utilization." - ConnectWise
2. Your Service Manager Might Be in Over Their Head
Promoting a great Tech into a Service Manager role doesn’t mean they have the tools to succeed. Managing people, priorities, and process requires different muscles. It’s the hardest job in the MSP, and most are doing it without formal leadership training or actionable data.
85% of service delivery issues are caused by process, not people. If your Manager is still operating from gut feel, without KPIs or automation, R-TTE will always fall apart.
"60% [of IT professionals] said the burden of their work prevents them from being productive." - ITPro
"78% reported barriers to upskilling due to stress and workload." - Auvik
That means your Techs and Managers are probably overwhelmed, not underperforming.
3. Old Habits, Not Bad Intentions
R-TTE isn’t natural. Techs are trained to fix problems fast, not to slow down and log notes. Even with new SOPs, old habits creep in when leadership isn’t consistently reinforcing expectations.
But your Team wants to be Professional. They want to meet expectations. The real issue is they don’t have workflows and systems that support that behavior daily.
"Many MSPs set utilization targets between 75-85%, with billable time around 60-65%." - Memtime
4. You Can’t Enforce What You Don’t Track
Trying to enforce time entry without visibility is a non-starter. You can’t hold someone accountable if you can’t prove the gap. Most MSPs lack:
Real-time time entry reporting
SLA performance trends
Ticket lag monitoring
That’s where tools like Advanced Live Reports change the game. Built for Autotask, they expose time entry delays, show real SLA compliance, and remove the emotional friction from accountability.
"Technicians expressed frustration with the time spent switching between applications. This lack of efficiency costs MSPs time and money." - Kaseya 2024 MSP Benchmark Survey
With the right dashboards, conversations change from:
"Why didn’t you log your time?" to "Here’s the trend in your SLA compliance. Let’s fix it together."
5. If Time Entry Isn’t Tied to Pay, It’s Not a Priority
Let’s get practical. If your Techs get paid whether they log time or not, you’re teaching them it doesn’t matter. That’s not their fault. It’s yours.
Time tracking should influence performance reviews and, in some cases, bonuses or variable compensation. Without it, you're relying on goodwill to protect your margins.
What Happens When RTTE Fails?
When real-time time entry is missing or incomplete, your MSP starts bleeding:
❌ Inaccurate Profitability Reporting: Delayed time entry leads to questionable margins.
❌ Client Experience Suffers: Late updates confuse Clients and increase churn.
❌ Thousands in Lost Revenue: Each missed hour adds up to thousands per Tech per year.
❌ Burned Out Managers: Without automation, your leaders are stuck babysitting.
"The MSP market is already massive... ranging from US$297 billion to US$365 billion in 2024." - MSPSEO
You’re in a growing market. But if your internal ops can’t scale, you’ll miss your share.
How to Build a Culture of Accountability
R-TTE starts with maturity. Not motivation.
Start by building the structure that supports your Team:
Define 11 clear workflows
Assign ownership to every open ticket
Use Autotask dashboards to drive visibility
Build templates for Client communications
Configure SLAs that actually guide the work
Coach your Managers with real data
Want Accountability Without the Drama?
At Advanced Global, we don’t just train. We build. We coach. We configure. We help you turn Autotask into an accountability engine.
If you’re ready to stop chasing time entries and start leading with data, let’s talk.
📅 Schedule Your Call with Steve and the AG Team
Steve & Co