Time Tracking Recipe: Creating a billing report

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9 Comments

  • Chris Boxsell

    Thanks this is great, what about if you want to bill on a monthly basis not just when a ticket is resolved. We would then need the time spent for that month to be billed not the total time.

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  • Brent

    @Chris - instead of using the "Month/Year (Ticket Solved)" attribute in the report's filter, you could use "Month/Year (Event)". That would filter the report to only include events that happened in the selected month, regardless of when the ticket was created or solved. Hope that helps!

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  • Chris Boxsell

    @Brent, thanks that is what I am doing. It looks like there is only a total time spent value and that's all so there is no value for each month that we can use. If your ticket does not complete within a billing period it won't work. Looks like some XLS manipulation of data is required.

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  • Kevin Mooney

    Wow this was just what I was looking for, thanks!

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  • Stephan Koch

    Would it be possible to create a report wiht different hourly rates for agents?

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  • Brett - Community Manager

    Hey Stephan,

    Can you provide some additional information on what data you'd like to capture in this report? Is this hourly rate included in a custom ticket/user field?

    I've also attached our Insights Metrics Reference and Insights Object Reference articles. These will provide a full list of available attributes/metrics and what data they pull from your account.

    Cheers!

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  • Stephan Koch

    Hi Brett!


    Thank you for the links! We want to put the hourly rate in custom user field as every role has a different rate. Rates for a user/role can even differ per organization.

    Would that be the best practice? The report should contain the following columns:

    Organization | Ticket | Agent/User | Hours | Costs

     

    Thank you!

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  • Brett - Community Manager

    Hey Stephan,

    Your custom user fields should show up under the How tab within Insights. You would just need to search by User Field title. If these are custom numeric/decimal fields I would recommend taking a look at our Reporting on custom fields as this will provide some additional information on how to set this up.

    Hope this points you in the right direction!

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  • Stephan Koch

    Thank you! That was helpful!

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