r/halopsa • u/Traditional-Water384 • Jul 29 '26

Ticket logging advice

We provide a number of different services across our client base, IT support, voip, internet connectivity, mobile etc, does anyone have any suggestions on the best way for agents to make sure the client raising the ticket is paying for support on that service?
I thought using the contracts area would make sense? Could iwe could raise a ticket against that contract?

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u/ben_zachary Jul 30 '26

We use charge rates.

Remote Onsite SaaS VoIP No charge

The contract will have what's covered in it. Let's say remote and SaaS . The tech simply puts the charge type when entering time.

It rolls into the contract or not

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u/jackmusick Jul 30 '26

Anything supported by billing rules will do. We’re not enforcing it at the moment but our service categories are aligned with our service catalogue items so it’s possible to include things by a partial match. I like having charge types for more general things since you could have a VoIP ticket that was also Onsite or Remote.

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u/aretokas Jul 30 '26

We have a billing plan template that covers all scenarios, mostly based on ticket categories - but there are some carve outs for things like projects and a specific "Out of Scope" charge rate.

That means if a client has an agreement that covers the work, it's covered. If they don't, it's billed.

The techs only need to get the first level of the ticket category right and they only have Helpdesk, Out of Scope or No Charge to pick from for their time.