The Billing page
Read registered time by customer or technician, then lock, bill, unlock and export.
Who can do thisEveryone readsApplication AdministratorBilling designation
Billing in the side menu. Every Helpdesk member sees the figures; only billing staff see the action buttons. Lock, export and the figures always follow the range on screen.
Toolbar
- View: By customer or By technician.
- Period: Day, Week, Month (default) or Custom with From and To (at most 366 days).
- Day shows one date with its weekday in your language.
- Week is the ISO week, Monday to Sunday, labelled with its week number and dates. A week across a year end names both years.
- The arrows, the period and Today (or Custom's two dates) sit on their own row under the toggles. The arrows step one day, week or month; Today returns to the current period.
- The page keeps one date as you switch between Day, Week and Month, and opens on your local today. A Month step keeps the day of the month. Custom starts from the range on screen, and leaving Custom goes back to its start date.
- Buttons: Time settings (administrators), Bill or unlock (when cost is on), Export data and Lock open time.
Notes above the table
- Priced at zero: how many entries on how many tickets carry no price, and for which customers. It never blocks locking or exporting. Internal customers are left out, and so are entries with 0:00 invoiced time.
- Either "Nothing stands between this period and an invoice." or a panel listing what does: time still open past the auto-lock date (only with "Lock N days after resolved"), and customers who used up their prepaid hours, with the billable hours since then.
By customer
One row per customer and currency. Click a name to see its tickets.
| Column | Meaning |
|---|---|
| Open | Hours still open. |
| Locked | Hours locked, not yet billed. |
| Gross | All billable hours registered. |
| Actual | Actually used time, internal. Highlighted when above Gross. |
| Credit covered | Hours covered by prepaid. A "projected" line shows the part not yet billed. |
| Net billable | Gross minus covered. |
| Amount | Net billable times price. |
| State | "Open" if any entry is open, "Ready" if all are locked, "Billed" if all are billed. |
The footer gives one total per currency. Different currencies are never added together.
By technician
Columns: Registered, Actual, Billable, Credit covered, Capacity, Utilisation (registered hours against the technician's schedule), Unlocked and Free (hours priced at zero; 0:00 entries are not counted). Rows expand into tickets.
Lock open time
- Click Lock open time.
- Check Lock everything open up to and including. It defaults to the end of the period on screen. In Day and Week view it still takes every open entry up to that date.
- Read the preview: entries, hours and customers. Entries awaiting confirmation or approval, or rejected, are listed as held back and are not locked.
- Click Lock N entries. Time dated after the cut-off stays open.
Bill or unlock
Opens "Bill or unlock time". Filter by Customer, Until, State (Open, Locked, Billed) and Pending approval. Columns: Ticket, Customer, Agent, Rate, Duration, Date, Value and Approval. A Selected total shows per currency.
- Lock selected needs open entries in the selection.
- Mark billed and Unlock selected need locked entries.
- The result reads "updated, skipped". Entries in the wrong state, or not yet approved, are skipped and left unchanged.
Mark billed is the bill run. It draws prepaid hours in the same step, and billed is final.
Export data
- Customer: all customers or one.
- Format: CSV or PDF. PDF opens a print page in a new tab, where you choose "Save as PDF".
- One row per: Registration (every entry), Customer, Ticket, Technician or Rate. The default follows the view.
- Columns, with Reset to default. At Registration level you can add Comment (the INVOICE text) and Requester. At Customer, Ticket and Technician level an optional Rate column splits each row per rate.
- Separator for CSV: Comma or Semicolon.
Every level totals to the same amount. Hours are written as decimal hours. At Registration level, a 0:00 entry is a line of zero hours with its comment.
The export includes every entry dated in the range, open, locked or billed. Lock the period first so the file cannot change after you send it.
The file shows only real prepaid draws. Before Mark billed, prepaid cover on unbilled time is not in it yet. Export again after billing if you need it.