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Blog: Guide

Practical guides for teams that want to set up or improve their help desk, time tracking and planning.

21 articles

Guide 24 September 2026 · 6 min read

Monthly hours overview without Excel

How to close a month: a table of hours per employee and day, absences, actual versus billable hours and export to Excel. What to check before billing.

Guide 10 September 2026 · 6 min read

Five help desk metrics to check weekly

Unassigned requests, new versus resolved, deadlines, workload and requests awaiting confirmation: five numbers that show help desk health.

Guide 28 August 2026 · 9 min read

One system instead of four tools: a working day

What a working day looks like when requests, projects, time logs, planning and absences live in one place: from the morning overview to the monthly report.

Guide 20 August 2026 · 6 min read

Absences and capacity in weekly planning

How to connect absence requests with capacity planning so work is never scheduled onto someone who is away that day. A practical routine in UnitLook.

Guide 11 August 2026 · 7 min read

Your first week in UnitLook: what to set up first

A practical order for rolling out UnitLook: users, reference data, first project, first request, time logging and absences. What can wait.

Guide 30 July 2026 · 6 min read

Ticket categories, priorities and statuses

How to set up categories, priorities and statuses in a help desk so every request reaches the right person. Advice and UnitLook settings.

Guide 22 June 2026 · 7 min read

Planned vs actual: how to see where your team loses hours

Comparing planned and actual work shows where a project consumes more hours than expected, how to track variance and how to reduce it without spreadsheet work.

Guide 16 June 2026 · 7 min read

How to move from Excel to time tracking without chaos

Excel can still work for a small team, but once approvals, reports and multiple projects appear, you need a system that logs hours in context.

Guide 9 June 2026 · 9 min read

Help desk for public administration and municipal companies: how to handle citizen requests without chaos

Public administration and municipal companies need a system for requests, SLA, audit trails and communication. Here is how to set it up properly.

Guide 2 June 2026 · 9 min read

Help desk implementation step by step: how to move away from email without chaos

If you want to introduce a help desk without disrupting your team or clients, this guide walks through the steps, decisions and common mistakes.

Guide 2 June 2026 · 8 min read

Task management or request management? What project teams actually need

If you're searching for software to create tasks, you may really need a system for requests, projects and time tracking instead.

Guide 27 May 2026 · 5 min read

What a Ticketing System Reveals About Your Team: KPIs and Reports

A ticketing system is more than a request tracker. The data it collects — response time, employee workload, and client activity — helps managers make better decisions.

Guide 24 May 2026 · 7 min read

Ticketing System vs. Email: Why an Inbox Is Not Enough for Client Support

Email is a great communication tool but a poor request management system. Here is what gets lost when a team uses an inbox as a help desk.

Guide 23 May 2026 · 8 min read

GDPR and Help Desk Software: Where Is Your Client Data Actually Stored?

Many companies use US-based help desk software without ever checking where client data actually lives. This is the question worth asking before an audit does it for you.

Guide 21 May 2026 · 7 min read

Best Ticketing System for Companies in Croatia: A Practical Comparison

A straightforward comparison of help desk and ticketing tools available in Croatia — for project-based companies that need more than just an inbox.

Guide 15 May 2026 · 7 min read

Time tracking and Croatian Labour Law: what every employer must have

Since 1 October 2024, the new Ordinance NN 55/2024 is in effect. What exactly must be in the records, how long to keep the data, and what are the penalties for non-compliance.

Guide 8 May 2026 · 7 min read

Client Communication Without Email: How to Organize Requests So Nothing Falls Through

Email was the standard for client communication — but it's no longer enough. Requests get lost, responsibility is unclear, and communication history lives in one person's inbox. There's a better way.

Guide 13 April 2026 · 4 min read

5 Signs Your Team Is Bleeding Hours Every Week

Most teams don't lose time all at once — they lose it in small, invisible leaks. Here are 5 warning signs that your team is wasting hours every week without realising it.

Guide 31 March 2026 · 7 min read

Time Tracking for Service Companies — Digitisation That Pays Off

Service companies lose hours every week on manual time tracking. Learn why it's a risk, what the law requires, and how a digital system solves the problem.

Guide 14 March 2026 · 5 min read

From Chaos to Order: Why Every Company Needs a Ticketing System

When client requests live in emails, WhatsApp and notebooks, something always falls through the cracks. A ticketing system fixes that — for every company.

Guide 15 February 2026 · 6 min read

Time Tracking in UnitLook — From Entry to Report in Five Minutes

How to log hours on a ticket, project or from the scheduler, how approval works, and how to generate a billing-ready report in a few clicks.

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