Invoice Time Spent on Tickets (Postpaid Support Services)¶

The Timesheet on Ticket integration provides more control and transparency over how clients are charged, and what they’re specifically billed for.

In Odoo, Project managers can connect Helpdesk tickets to Project tasks. As the Helpdesk agent works on the ticket, they can use the ticket itself or the Project task to record timesheets.

Thanks to the Timesheet on Ticket integration, timesheets will always be consistent and up-to-date on both records. Once a ticket is solved, the client can be billed for the time spent on the ticket. Odoo will pull from either the task or the ticket timesheet to accurately bill the client.

Configuration¶

To turn on the Timesheet on Ticket feature, go to Helpdesk ‣ Configuration ‣ Helpdesk Teams, select a Helpdesk team, and then, click Edit. Next, enable the options Timesheet on Ticket and Time Reinvoicing.

In the Timesheet on Ticket drop-down option, choose the Project to which tickets (and timesheets) will be linked by default. Then, open the Project’s external link to edit its settings and enable the Billable option. Finally, save both the Project and the Helpdesk team’s settings to apply these features.

Create a sales order¶

After a ticket comes into the pipeline, go to Sales ‣ Create. Then, add the customer from the ticket to the new quotation. In the Order Lines tab, add the Service on Timesheet product. Finally, click Confirm to turn the quotation into a sales order.

Tip

Remember the sales order name for later to link the Helpdesk ticket to the correct sales order.

Add Service on Timesheet product to the SO.

Record a timesheet¶

To record a timesheet, jump back to the Helpdesk ticket by going to the Helpdesk dashboard and clicking Tickets on the team’s card (or by going to the Projects dashboard and clicking Tickets on the project card). Then, click Edit and use the Timesheets tab to record the time spent on the ticket.

Link the Helpdesk ticket to the SO¶

To link the SO to the ticket, start on the ticket form, click Edit, and then, click the Sales Order Item field. Next, select the SO that was created earlier from the drop-down menu. Lastly, click Save to connect the ticket and the SO.

Create the invoice¶

When the Helpdesk ticket is completed and the client is ready to be billed for time, begin by clicking the Sales Order smart button on the ticket form to navigate to the SO. The Delivered column should match the number of hours recorded on the ticket’s timesheet. After checking and filling out the relevant information, click Create Invoice to bill the client for the time spent on the ticket. Odoo will automatically generate an invoice to send to the client and the Helpdesk ticket can officially be closed.