Setting up billing

Who can do thisApplication AdministratorBilling designation (customer rates)

Desk-wide settings are under Application ManagementHelpdeskTime. The Time settings link on the Billing page opens the same place.

Switch time and cost on

1. In the Time registration and cost card, switch on Track time on tickets. Without it, the Time section disappears from every ticket.
2. Switch on Put a cost on those hours if you bill. It adds rates, amounts, customer rates, prepaid hours and invoice preparation.
3. Optional: switch on Actually used time so technicians can record what a job really took. It also lets them register 0:00 invoiced time for work the customer is not billed for.
4. Click Save.

Build the rate catalogue

1. In the Rates card, enter a name, the hourly amount, an optional description and Active.
2. Click + New rate.

Edit rates in place. A rate that has been used, is assigned to a customer or is the default cannot be deleted; deactivate it instead.

Choose the default rate

In the same card, Default rate is a rate or "No default: supporters must choose" (the starting setting). The Register time dialog preselects, in this order:

1. the customer's own default rate, if it is active and usable;
2. nothing, if the customer is set to "No default";
3. the workspace default rate, if it is active and usable for that customer;
4. otherwise nothing, and the technician must choose.

Set the auto-lock rule

In the Time locking card, choose Off, Lock when a ticket is resolved or Lock N days after resolved (enter Days), and click Save. A background job applies the rule every few minutes to open entries on closed tickets. Entries awaiting confirmation or approval, or rejected, wait until they are settled.

Give people billing rights

• For every customer: tick Billing for the person under Application ManagementUsersBilling.
• For a customer's own account team: under Application ManagementCustomersAccount roles, turn on Billing ("May manage prepaid hours and rate plans") for a role such as Key Account Manager. Then add the person to the customer's Account team in that role. Deleting a role that carries billing tells you how many people lose the right.

Set up each customer

Open the customer and find the Rates card. It shows when cost is on, to administrators and to anyone who may manage this customer's billing.

1. Currency (administrators): the pencil Edit currency. Choose "Tenant default", a common currency or "Other..." for a 3-letter code.
2. Assign rates: pick a rate and assign it. The first assignment limits the customer to the rates you assign.
3. Customer price: the pencil Set price for this customer. Reset to standard removes it.
4. Default rate: Make default on a rate, or the Default rate select ("Inherit workspace setting" or "No default"). The card shows "Currently preselects:" and the rate, or "No rate is preselected".
5. Internal (our own company): turn it on for your own company.

Get your data out

The Billing export card on the Time tab downloads a CSV of every entry for a From and To range of up to 366 days, with subtotals per customer. It is always available, even with cost off.

Delete all registered time

While time registration is off, a red card offers Delete all registered time. It shows how many entries and hours will go, and how many are locked or billed. After you confirm, every entry is deleted at once, including locked and billed ones. The rate catalogue stays. This cannot be undone, and only Application Administrators can do it.