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Easily allocate work time on a per-note and per-technician basis with the built-in technician note editor. This makes billable time tracking easier when multiple technicians are working on the same issue. Individual notes can also be entered remotely via the email-to-ticket integration.
Help ensure technicians can deliver their support ticket updates remotely, even without browser or client access. Add billable time, update time utilization, and know that tasks and billable minutes have been tracked in Web Help Desk® software.
Working on a problem, only to find another issue buried inside it? When adding notes and work time to tickets, technicians can quickly apply unique billing rates on a per-note basis inside the technician interface to handle “surprises” that come up on a specific job. Customize your billing terms to cover the time scale most relevant to your operations: Net-30, Net-60, or a unique protocol you define.
Help eliminate “rollover minutes” in your service plans. Designate service time blocks (in either minutes or points, your choice) for each client location. Pre-defined time blocks help manage service time more efficiently, while creating consistency in cash flow and the client’s budget.
Lost inventory is a thing of the past with the searchable inventory feature. Keep assets organized and customers satisfied when employees can locate inventory quickly and easily.
Is shipping taxable in one location and not another? Need to add tax after discounts or before? Are some elements taxable while others are not? We’ve got you covered. Apply tax rates to labor, travel, parts, or shipping, either before or after discounts.
Time billing is a critical feature that helps you track how much time your agents spend troubleshooting issues for specific clients. Service Level Agreements (SLA) often specify that customers will receive a predetermined number of hours of dedicated support as part of their contracts.
If it includes time billing tools, a help desk can provide you with access to metrics that are helpful both for staying in compliance with SLAs and for billing purposes. By measuring time spent on support requests, you can also ensure that agents are meeting the productivity levels you set for them.
If you use comprehensive help desk software, your platform should provide an overview of how much time agents spend working on both specific tickets and support requests from each client.
For measurement purposes, you’ll want to receive a breakdown detailing which clients and support requests took up most of your agents’ time during specific periods, as well as information on the total hours worked and which agents were assigned to what tasks. Measuring and reporting on this data helps to streamline invoicing and makes it easier to ensure that you’re meeting SLAs.
Help desk software should enable you to measure how much time you spend working on each client’s support requests. This information is critical when it comes to invoicing. In some cases, this type of software may integrate with third-party billing platforms, so you can easily generate and submit invoices.
Depending on the software you use, that process can even be automated. Either way, by streamlining billing and invoicing, help desk software frees up time for other management tasks and enables agents to devote more resources to resolving tickets.
Time billing is a critical feature that helps you track how much time your agents spend troubleshooting issues for specific clients. Service Level Agreements (SLA) often specify that customers will receive a predetermined number of hours of dedicated support as part of their contracts.
If it includes time billing tools, a help desk can provide you with access to metrics that are helpful both for staying in compliance with SLAs and for billing purposes. By measuring time spent on support requests, you can also ensure that agents are meeting the productivity levels you set for them.
If you use comprehensive help desk software, your platform should provide an overview of how much time agents spend working on both specific tickets and support requests from each client.
For measurement purposes, you’ll want to receive a breakdown detailing which clients and support requests took up most of your agents’ time during specific periods, as well as information on the total hours worked and which agents were assigned to what tasks. Measuring and reporting on this data helps to streamline invoicing and makes it easier to ensure that you’re meeting SLAs.
Help desk software should enable you to measure how much time you spend working on each client’s support requests. This information is critical when it comes to invoicing. In some cases, this type of software may integrate with third-party billing platforms, so you can easily generate and submit invoices.
Depending on the software you use, that process can even be automated. Either way, by streamlining billing and invoicing, help desk software frees up time for other management tasks and enables agents to devote more resources to resolving tickets.
Try SolarWinds Service Desk for more functionality in asset and service management.
Full ITIL suite (incident, problem, change, release) paired with customizable automation
Automated asset discovery with integrated CMDB for real-time impact on technology and services
Powerful service catalog workflow engine and a user-friendly service portal
