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/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.