Disintegrate or Integrate
Your billing system, documentation platform, and PSA should all communicate with your RMM. You are wasting time and most likely some marbling if your stack isn't playing nicely together.
Rule of thumb: Your workflow or integration is broken if you are copying and pasting information across tools.
Documentation as you understand it
Keep a record of every policy, script, and exception. Otherwise, your future self—or the unfortunate teacher who in harmed you—will invent new curse words.
Also Read: Workgroup vs Domain: Definition and the Difference Between The Two