Optimize Time Tracking in Ticket Systems
A tech enthusiast learning and promoting productivity in every aspect through the use of technology. Currently working for Genese and Timespin as a marketing associate.
1. The Problem: Why Ticket Systems Alone Are Not Enough
Ticket systems are excellent for documentation, prioritization, and tracking progress. But when it comes to accurate time tracking, they often fall short:
Manual time entries → inaccurate and sometimes forgotten
Status-based measurement → shows “open to closed,” but not actual working time
Indirect activities such as coordination, calls, or handovers are rarely captured
The result? HR and leadership teams see only part of the real effort.
SLA compliance, capacity planning, and workload analysis are often based on incomplete data. This impacts productivity, employee satisfaction, and ultimately costs.
2. Previous Solutions – And Their Limits
Organizations have tried various approaches:
Manual time tracking systems: Detailed, but time-consuming for employees
Separate tools (e.g., Excel): Fragmented data that must be merged manually
Process optimization initiatives: Helpful, but they do not automatically capture time spent in each workflow step
These measures often remain isolated solutions. Instead of creating transparency, they frequently generate frustration.
3. TimeSpin® – Tangible Time Tracking Meets Digital Reporting
TimeSpin® is a twelve-sided time tracking cube that automatically measures time through simple rotation. It works intuitively, offline, and connects to cloud software for reporting and API integration.
It bridges the gap between physical interaction and digital analytics.
How It Works
Each side of the cube is assigned a ticket ID, for example
TKT-12345.The employee turns the cube to the corresponding side, and the timer starts automatically.
Comments or activity types such as analysis, call, or testing can be added immediately or later.
TimeSpin exports, via Excel or API, can be automatically linked with ticket system data.
The result is real-time, accurate effort tracking without additional manual burden.
TimeSpin® is developed by Genese, a company focused on innovative solutions that combine hardware and intelligent software.
4. Benefits at a Glance
| Target Group | Benefit |
| Employees | Fast, intuitive, playful, no additional manual input |
| Support Leads | Real-time insights into who worked how long on which ticket |
| HR & Controlling | Reliable data foundation for workload analysis and billing |
| Management | Solid metrics for capacity planning and SLA verification |
Additional Advantages
Detailed visibility into workflow times
Transparency instead of control culture, strengthening trust within teams
Data export and APIs allow integration with ERP, CRM, and reporting tools
For teams seeking a structured integration into digital environments, solutions like Gweb English and Gweb German support scalable web-based system connections.
5. Who Should Act Now?
Support Leads and Team Managers
To make the true performance of their teams visibleHR Managers
For fair evaluation of workload and effort distributionManagement and Controlling
To obtain reliable KPIs for planning, cost centers, and efficiencyIT and Project Teams
To implement seamless integration between ticket systems and TimeSpin
6. Conclusion
Ticket systems are essential for organization, but they are not designed for complete time tracking.
TimeSpin® fills this gap. It is intuitive, comprehensive, and data-driven.
The outcome:
Better decisions.
Greater transparency.
Measurable efficiency gains in support operations.
