Pro-services tickets

Not every ticket is a support issue. Pro-services tickets are the ones you bill for: installation work, consulting, on-site visits, anything chargeable that's tracked against a customer outside a recurring support contract.

concorbit distinguishes support tickets (SLA-driven, typically covered by a contract) from pro-services tickets (project-driven, billable by time or fixed fee).

Creating a pro-services ticket

1. Open Helpdesk → New ticket

2. Pick ticket type Pro-services

3. Fill in the usual fields: customer, subject, assignee, priority

4. Link to a project if the work is part of a larger engagement (optional)

5. Link to an accepted quote if the ticket was generated from a proposal (usually automatic)

Pro-services tickets skip SLA tracking (there's no response-time contract) but get time tracking and charge management that support tickets don't.

Logging time

Every time entry on a pro-services ticket feeds the billing rollup:

• Start time / end time: the foundation for every entry

• Billable / non-billable flag: only billable time turns into a charge

• Rate override: staff with permission can override the default rate for this ticket

Time is rounded according to your workspace's rounding settings (nearest 15 min by default). The rounded value is what gets billed.

Charges

Charges are the billable line items on a pro-services ticket. They come from two places:

• Automatic from time: when you log billable time, a corresponding charge is created with rounded_hours × rate

• Manual: add a charge for a product, part, or fixed fee; cost price copies across from the product record

Charges above the approval threshold (default £500) route through the approvals queue before they can be billed.

Billing rollup

Once a pro-services ticket is complete, click Bill this ticket. The system creates an invoice with one line per charge, grouped by:

• Labour (all time-based charges)

• Products (hardware and parts)

• Fixed fees (manual charges)

You can split across multiple invoices if the engagement was delivered in phases.

Project linkage

If the ticket is part of a project, time and charges also roll up to the project's totals. The project page shows cumulative revenue, cost, and margin in real time.

Closing

Closing a pro-services ticket does not bill it automatically; billing is a deliberate separate step. This lets you batch-bill at month-end or on delivery milestones rather than per-ticket.

Permissions

• helpdesk.create: create and work pro-services tickets

• billing.create: add charges (billing.edit to edit them)

• approvals.respond: approve charges above the threshold

• billing.create: generate invoices from tickets