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Tiketti Docs

Billing Clients

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Track time on tickets and generate reports for client billing.

Setting Up Billing

1. Configure Team Rates

Set default hourly rates for team members:

  1. Go to Settings → Team
  2. Edit each team member
  3. Set their Hourly Rate
  4. Click Save

2. Configure Company Rates

Override team rates with company-specific rates:

  1. Go to Contacts → Companies
  2. Edit the company
  3. Set Hourly Rate and Currency
  4. Click Save

3. Set Organization Currency

Set your default currency:

  1. Go to Settings → Organization
  2. Choose Default Currency
  3. This applies when no company currency is set

Logging Billable Time

During Work

Use the live timer:

  1. Open the ticket
  2. Click Start Timer
  3. Work on the issue
  4. Click Stop when done
  5. Review and ensure Billable is checked
  6. Add a clear description
  7. Save the entry

After Work

Log time manually:

  1. Open the ticket
  2. Click Log Time
  3. Enter duration
  4. Add description of work done
  5. Ensure Billable is checked
  6. Save

Description Best Practices

Write descriptions that make sense on an invoice:

Good:

  • “Investigated login issue, reset password, verified access”
  • “Updated billing address per customer request”
  • “Configured email forwarding rules”

Avoid:

  • “Fixed it”
  • “Worked on ticket”
  • “Stuff”

Rate Hierarchy

Tiketti applies rates in this order:

  1. Entry override: Manual rate on the entry
  2. Company rate: From the ticket’s company
  3. Team member rate: From the person logging time
  4. Organization default: Fallback rate

Generating Reports

Time Report

View billable time:

  1. Go to Reports → Time
  2. Set date range (e.g., last month)
  3. Filter by company if needed
  4. View totals and breakdown

Export for Invoicing

  1. Go to Reports → Time
  2. Filter to the billing period and client
  3. Click Export CSV
  4. Import into your invoicing system

The export includes:

ColumnDescription
DateWhen work was done
TicketTicket code and subject
DescriptionWork description
DurationTime in hours
RateHourly rate applied
AmountCalculated total
BillableYes/No

Invoice Workflow

Monthly Billing Process

  1. Review time entries for accuracy and completeness
  2. Verify rates are correct for each client
  3. Export the time report
  4. Create invoice in your accounting software
  5. Send to the client
  6. Mark entries as invoiced (optional, using labels)

Tracking Invoiced Time

Create a workflow to track what’s been invoiced:

  1. Create a label: “Invoiced”
  2. After exporting, apply the label to tickets
  3. Filter out invoiced items in future exports

Multiple Currencies

Handle international clients:

  • Set currency per company
  • Exports show correct currency symbols
  • Rates are stored in the company’s currency

Currency Conversion

Tiketti stores amounts in the company’s currency. For consolidated reporting:

  1. Export each currency separately
  2. Apply conversion rates in your accounting software
  3. Or use a multi-currency accounting system

Reporting Periods

Weekly Billing

  1. Run reports every Friday
  2. Filter: Mon-Fri of current week
  3. Export and invoice

Monthly Billing

  1. Run reports at month end
  2. Filter: Full month
  3. Review for any missing entries
  4. Export and invoice

Project-Based Billing

  1. Use labels for projects
  2. Filter by project label
  3. Export when project completes

Disputes and Adjustments

If a Client Questions Time

  1. Open the ticket with disputed time
  2. Review the activity log
  3. Check time entry descriptions
  4. Provide detailed breakdown if needed

Adjusting Entries

  1. Find the time entry
  2. Edit duration or description
  3. Or mark as non-billable if waiving

Best Practices

For Accuracy

  • Log time daily, not at week’s end
  • Use the timer for active work
  • Add detailed descriptions immediately

For Client Trust

  • Be transparent about time logged
  • Round fairly (e.g., to nearest 15 min)
  • Provide detailed invoices with descriptions

For Efficiency

  • Set up company rates upfront
  • Use saved views for billing reports
  • Create a monthly billing checklist

Next Steps