Billable work has to be evidenced , not remembered
When the invoice is questioned, the answer should be a record with a timestamp on it, not a recollection. Certainty HelpDesk keeps the trail attached to the work.
The three things that go missing
Work done on request, in a chat, that never made it onto a line item.
In-scope and out-of-scope were never written down at the moment they diverged.
A consultant rolls off and takes the context with them.
Every request has an owner and a timestamp
A request gets a permanent ID the moment it lands, before anyone looks at it. Raised, sorted, picked up and closed are all stamped, so the engagement has a spine you can read back.
- A permanent, human-quotable ID assigned on arrival
- One named person accountable, never a shared inbox
- Four timestamps on every record, always
Can we get a bulk import for members?
Raised by Tas · 8 Aug · 14:22
Change requests are the audit trail for scope
When the brief moves, it moves on the record. A change request carries the ask, the owner and the date it was agreed, which is the document you want in front of you when the invoice is queried.
- Changes linked to the request that caused them
- Target date and owner on every change
- Nothing quietly rewritten: history is append only
Time tracked against the record, not a memory
Hours are tracked on the task they belong to, so a timesheet is a by-product of the work rather than a Friday afternoon reconstruction. Handover reads the same way for whoever picks the account up next.
- Time tracked against tasks and subtasks
- A record of what was delivered, per project
- Handover survives people rolling off the engagement
Discovery workshop write-up
Data migration dry run
The parts that carry this kind of work
Every tracker, list and calendar reads the same record, so the ticket you close is the task that disappears.
Issues, features, changes, requests
Each type carries its own triage rules, sorting, assignment, statuses and closing reasons. Nobody has to pretend a change request is a bug to get it tracked.
- issues
- feature requests
- change requests
- client requests
Every edit is versioned
Content revision history on work items. If the scope quietly changed on Tuesday, the record says who changed it, what it said before, and when.
Deadlines and the diary on one grid
Every dated work item, every meeting and every team day on one shared month grid, with finished items struck through and Malaysian and Singaporean public holidays sitting in amber. Attendees read Free, Busy, On leave or Holiday while you are still choosing the time, and reminders go out about fifteen minutes ahead and again on the day.
- MY and SG holidays
- free and busy
- recurring events
- reminders
Meetings in the browser, with a page each
A room with a lobby, guests, screen share and live captions, opened from a link with nothing to install. Every meeting leaves a page carrying who was there and for how long, the transcript, the recording the host's browser made, the write up, and the work items it was linked to. A recurring series keeps one link and one record per occurrence.
- lobby and guests
- live captions
- written summaries
- linked to the work
The weekly sync on one board
Every client, internal and volunteer project with its stage, RAG, lead and man-days, and one structured update a week, with a push to the lead when it is missing. Sheets of your own sit beside the board, the week exports as an Excel workbook, and a secrets register warns the owner and the project's managers before a credential expires.
- weekly updates
- custom sheets
- Excel export
- expiry warnings
Per-item visibility
Sensitive records stay hidden from anyone without rights to them. That holds in search, in counts, in dashboards and in notification fan out, not only in the list view.
Walk your own pipeline with us
Bring one messy client project. We will set it up live on the call and you can see whether the shape fits how you actually work.
partnerships@dhcertainty.com