Enhance Your Productivity with Invoice Tracking for Technical Support

Invoice tracking for Technical Support

foreign we want to ensure that we offer our customers the full Suite of support offerings now this means answering their questions in a timely manner scheduling repairs planning on-site services and providing a solution to any issues that may arise however we also want to make sure that we keep ourselves profitable we don't want to go broke luckily with just a few steps our help desk application will track how much time my employees spend on their tickets and even let me build that time back to the customer this can be highly beneficial for companies that want to see where their employees are spending the most time or they want to include support services at an additional charge now the help desk application integrates seamlessly with sales accounting timesheets and projects to produce a simple process that takes you from ticket creation to paid invoice in only a few steps now enough Chit Chat let's dive into stealthy wood and get started okay so first let's turn on my help desk teams timesheets and time billing settings I'm going to open up the help desk application and go up here to configuration and select teams the team that I want to pick is actually going to be my customer care team and we're going to scroll down to track and Bill time as you guessed it we have two options here timesheets which will allow us to track the time spent on tickets and time billing which will allow us to build that time back to our customers I already enabled them beforehand and you also notice that I'm prompted to select a project over here for the timesheets this project is where the timesheets for this team will be stored if I click on the drop down it basically allows me to select a different one I can see that a project has already been created for my team in our case which was the customer care team so that's the one that we want to leave it on right there okay now that we have these settings in place let's see how this works by following a ticket from creation to billing okay so first I'm going to open up the sales application and the first thing that we need to do is to create a service product for this task we can also update an existing product but in our case I think it's time for us to create a new one so let's go up here to products and products and select new now I'm going to name it customer care because that is the theme and prepaid hours because that has a nice ring to it now down here for the product type we're going to select service because this is a service and the invoicing policy for this case is going to be prepaid because this is prepaid this allows me to invoice my customer before the services have been completed which means we'll be paid Upfront for our services now since I want this product to be tied to the customer care team project I need to have a task created every time someone orders this service so I'm actually going to select over here create on order and what do I need a task and I have a task created in the existing project which happens to be the customer care one that we had just talked about perfect I also want to set the sales price not to a dollar but to forty dollars and I'm going to change the units of measure as well in our case we basically don't want to be units but we need it to be something else entirely which is ours now we select that everything is there now we can create an order with our new service product so I'm going to head back over to the sales dashboard after I finish over here saving back over here and in our case we're going to make a new sales order so a new quotation is in order I'm going to add my customer who is azure interior because I really like them a lot now as we talked about it we just created that new product so let's use it customer care let that autofill help us be a little bit lazy and let's say that Azure interior wanted to pay for five hours of our support So in our case we're going to select basically the quantity of five and boom this all looks great so I'm going to confirm this and I'm going to create the invoice and it's going to be a regular invoice and afterwards we're going to just create the invoice now once that we register the payments we can basically go ahead and start delivering the customer support hours now as you can see I have a new smart button up here at the top of the sales order showing us that a task has been created there's another one for a related project as well so in our case I'm going to select the task smart button and here we are we can see that my new task and the project that is linked to it are all over here and it's beautiful we can also see that we have this tab here labeled timesheets which is where we can track our hours but we can also track them on a help desk ticket so let's head on over to the help desk application and create a ticket for these services so let's head on over to the help desk application make sure you select the right team and tickets and we're going to make a new one in our case we're going to title this repair services because we are servicing their repairs and our client was Azure interior and you'll notice that once that I did that the sales order item field over here has actually populated with the most recent one that we've worked on if it doesn't you can actually select in here from the drop down and select it but once that we actually did that since we're linked I can actually tell my team to get started on this task so I'm going to assign Audrey Peterson because I see her name immediately and then when she is ready she can add her time to the time sheets tab on the task now you'll notice since we have a linked sales order we can actually see in the bottom right corner how many remaining hours on the sales order but let's assume that Audrey actually started working on this for quite a bit so we're going to select her over here I can't spell a day and we're gonna say that she spent four hours she's a very efficient person once we do that and she's completed the work I can mark this ticket now as solved boom great job Audrey then if I wanted to I can actually use the smart button at the top to head back over to the sales order using it now as you can see in the delivered column what do we have of doers we have actually delivered four of the hours of the five that Audrey has completed so now that azer has received the services they prepaid for what if we want to set up a service but we are unsure of how long it'll take well let's try a similar flow but we won't charge the customer until after the work has been completed all right deer so now we'll need to set up a different product for this flow because we are working with a different invoicing policy so I'm actually going to duplicate the previous product and change the invoicing policy so we're going to open that up inside of the products customer care prepaid hours and here we go we're going to name this one customer care based on timesheets now instead of prepaid I'm going to select based on time sheets here then I want to make sure I have it set to create a task in the correct project just like before basically everything now looks really good so I think we're ready to go so let's head on over to the sales dashboard and we're going to create a new order and we're going to select create okay I'm going to set it to Azure interior again and I'm going to select the new one for the product section down here now once I've done that I could confirm the sales order now if I try to invoice this sales order Odo wouldn't let me because there's nothing to invoice at this time so now we can pop over to the help desk application and create a new ticket for this order and let's call it this time something else so let's head on over there create a new one under the same customer care team and we're going to title this one new product issue and now when I add in the customer name since there is more than one existing sales order and I just talked about this we can select the right one from the drop down I'm going to assign this to Audrey again because I think the client was impressed with her before and then we're basically going to be ready to Glow so let's go over here to the timesheets tab since this ticket was not created with a plan number of hours Audrey is going to track her time basically as she goes she's going to enter her time in the timesheet as she completes the work you can add time from previous days today other times you can add basically anything you need let's say you forgot to enter it or add multiple entries for the same day like Audrey is going to be doing right now so we're going to do our first one an hour and now we're going to do another one and change the dates in two hours I guess now once she is done we're going to move this again to solved so we know that the job is done now I can head back over to the sales order and complete the process just like before the delivered column has been updated with the actual number of hours that Audrey has logged on the timesheet and now that a service has been completed I can actually create an invoice so I'm going to click create an invoice regular invoice and done now I can email this directly to my customer and they'll be able to pay me directly through the portal and that's pretty easy so today we learn how to track the amount of time your employees are spending on their tickets and how to bail the time back to your customers thereby making you even more money now these features are great additions to any health this team and are helpful way to make sure that your company is profitable while maintaining the high level of service your customers deserve thank you for watching no doers I love you foreign