Ticket charges

A ticket charge is money owed by the client for something you supplied while working a ticket: a mouse from your catalogue, a cable bought on the way, a taxi to site. It sits on the ticket next to time entries, and the billing run turns it into an invoice line with the ticket number on it.

Logging a charge

Open the ticket and find the Charges panel in the right-hand column, under Time entries. Click Add charge. Two options:

• From the catalogue. Pick a product. The description, sell price, cost and VAT code come from the product; change any of them for this charge if you need to. If the product is marked as a tracked asset, one entry per unit is added to the client's procured items so their asset register stays complete.
• Miscellaneous expense. Type a description and a price. Cost is optional and only used for margin reporting.

Every charge has a quantity, a date, a Billable toggle and optional notes. Non-billable charges stay on the ticket for the record and never reach an invoice.

The ticket must belong to a client. A charge on an unassigned ticket has nobody to invoice, so the panel asks you to set the client first.

Approval

Some charges are big enough that someone should sign them off before they hit an invoice. Under Settings → Billing → Charge approval you can turn approval on and set a minimum amount. A billable charge whose net total (quantity × unit price) is at or over that amount is created as Awaiting approval. Set the minimum to zero to have every charge approved.

Anyone with the Approve ticket charges permission can approve or reject from the ticket panel, or work through the whole queue at Billing → Charge approvals. Rejected charges stay on the ticket, greyed out, with the reason.

Two rules keep the sign-off honest:

• A pending charge is never invoiced, by the run or by hand.
• If an approved charge is repriced over the threshold it goes back to pending. Nobody approves one figure and bills another.

Turning approval on later does not re-open charges already logged. The rule applies to charges created or repriced from then on.

How charges reach an invoice

There are two routes.

The billing run. When a client's contract cycle generates its invoice, every unbilled, billable, approved charge for that client dated before the cycle end is added as its own line, in the same currency as the contract. It does not matter which contract fires first, and a quiet contract that would otherwise skip the month still raises a draft if there are charges waiting. Charges show up in the contract forecast too.

Invoice now. On the ticket panel, Invoice now puts the ticket's ready charges onto the client's newest draft invoice, or creates a draft if there is none. Use it for clients without a contract, or when the mouse should not wait until month end. The draft is then issued like any other.

Either way, the invoice line reads like Logitech MX Master 3 (Ticket #1234). Product charges carry the product, so the QuickBooks or FreeAgent push maps them to the product's item. Miscellaneous charges land on a service called Ticket charges, created the first time it is needed, which you can map in your accounting integration.

Once a charge is on an invoice it is locked: no edits, no deletion. Voiding the invoice releases its charges so the next run or Invoice now picks them up again.

What the customer sees

The customer sees a charge only when the invoice that carries it is issued. It appears as a line on that invoice, and the portal ticket shows a Charges card listing each invoiced charge with a link to the invoice to pay. Pending, rejected, non-billable and draft-invoiced charges never appear in the portal.

Permissions

Permission	Admin	Technician	Read only
View ticket charges	yes	yes	yes
Create ticket charges	yes	yes	no
Edit ticket charges	yes	yes	no
Delete ticket charges	yes	no	no
Approve ticket charges	yes	no	no

Invoice now also needs the create-invoice permission. The approval settings need the billing settings permissions.

Common issues

"Ticket has no client." Set the client on the ticket, then add the charge.

Charge is not on the invoice. Check it is billable, not pending or rejected, dated before the cycle end, and in the contract's currency. A charge dated in the future waits for the cycle that covers it.

Cannot edit a charge. It is already on an invoice. Void the invoice if the figure is wrong, edit the charge, and re-run or use Invoice now.

Next

• Billing & invoices for issuing and chasing the invoice.
• Time tracking for the other billable thing on a ticket.
• Contracts for how billing cycles are scheduled.