Let’s assume your client calls you with a service request. To register this request you will need to create a new ticket. To do this, on the left menu click on****Tickets**** and then****Create New Ticket.****

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_12_58_40_PM.png)

When you initially begin to use the ticketing system, you will need to tell BILLWAZE what ticket number you would like to start with. Ticket numbers are used to identify a service ticket, which client you were servicing, what work has been performed, etc. You must use a minimum of four digits. Additional ticket settings can be found in the company profile under the****General Settings**** tab.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_14_05_11_PM.png)

Once you enter the ticketing number, the ticketing wizard will appear and help walk you through the steps needed to create a new ticket. Click****Continue**** to proceed.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_15_05_21_PM.png)

The first step is to assign the ticket you are creating to a client. To do this, click on the****Select Client**** field and then choose your client from the list. In this case, the client is ACME Inc.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_16_09_12_PM.png)

Next, you need to select or add a contact. Contacts are used within BILLWAZE to help you identify the client’s authorized callers. A caller calling in with a name on the list should not be serviced.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_16_51_73_PM.png)

The third step requires you to select the device / item you’re about to service. Let’s assume the client needs help with Laptop A02; click on****Add / Select Category**** and choose****Laptops**** from the list.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_17_51_74_PM.png)

Next, under****Device / Item**** click on****Add / Select Device**** and you will see all the devices previously entered under the****Laptops**** category. Those that are covered by the service contract appear with an****\[SC\]**** next to their names. Go ahead and select Laptop A02.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_19_07_40_PM.png)

****The last step requires you to add the following details:****

* ****Service type**** - if it’s remote or on-site.
* ****Assign to**** - here you can leave assigned to yourself (default) or select someone else
* ****Severity**** - Set the severity level of the ticket (normal, high, or critical).
* ****Class**** - This is for labeling under which class this ticket falls under. For example, this could be login issue, hardware issue, etc. This is used for optional reports.
* ****Description**** - where you add the details about the problem your client is having. In this example, you can see that the problem was with the antivirus.
* ****Ticket status**** - you have to select between “Create,” “Create & Open,” and “Schedule.” For now, select “Create & Open,” as you have to solve the problem for the laptop and work on it right away.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_21_48_60_PM.png)

Now you’re all set, you have created the ticket. Click on****Close Wizard**** to proceed to the ticket screen.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_22_35_88_PM.png)

The open ticket screen appears. All information used to open the ticket will appear here.

****Figure 1****

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_24_11_99_PM.png)

Before we proceed further, let's take a look at the alternate way of creating a ticket. Head over to****Tickets**** and select****Create New ticket.**** On the top right corner of the screen you can always click on the****Ticket Wizard**** button and run the wizard again. For this demonstration purpose, let's create the ticket manually. Take notice of the fields; client, name, device, service type, assign to, severity, class, description. From left to right, select your client, next the contact name, and so on.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_25_20_36_PM.png)

For this example, under****Select Device / Item****, let's select Laptop A01 from the drop-down menu; you can see it has the****\[SC\]**** next to the name.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_26_41_29_PM.png)

Once you’re done selecting all the fields, let’s enter a description for the issue. In this case, zoom is crashing on this laptop. When you finish, click on the drop-down menu under****Action**** and then select****Create & Open****. You will then be taken to the open ticket screen****(figure 1)**** as shown above.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_27_59_55_PM.png)

Once you start opening tickets for your clients, managing them is easy. Simply click on****Open Tickets**** from the left menu. Here all the open tickets in the system will be displayed, including the ticket numbers, service type, client, severity levels, person assigned, total amount billed for in the ticket thus far, etc.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_28_51_75_PM.png)

For this example, let's assume we need to work on ticket number 1003. To work on this ticket, simply click on the ticket number or use the action menu and click on****View Ticket.****

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_29_42_91_PM.png)

We are now back on the View / Update Ticket screen. Since we are now starting to work on the issue, we want to log all the time we spend on this ticket to keep proper billing. To do so, click****Update**** on the top right corner.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_30_35_63_PM.png)

Use the new opened modal to add details about the work session.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_31_21_21_PM.png)

In the notes/comments section, you can write a detailed description of the actions you took to fix the issue and your experience. If you are tracking the time spent servicing this client on your own, enter the****Start Time**** and when finished the****End Time****. If you’ve solved the issue and this ticket is complete, click on****Close Ticket**** to close the ticket. If you didn't resolve the issue and you need to come back, just click****Save****. Repeat the same process again to enter additional entries ( time + description ) into the ticket until you’ve satisfied the clients issue and need to close.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_32_29_03_PM.png)

When selecting****Close****, BILLWAZE will confirm this is the action you want to take. So long as the ticket didn’t yet get billed, you can always reopen the ticket using the****Closed tickets**** menu item.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_33_47_71_PM.png)

Once a ticket is closed, it does not appear in the****Open tickets**** list anymore. You can find it under****Tickets -> Closed Tickets.**** As you can see the total billable amount is zero. This is as a result of the device being covered under the service contract. Client is therefore not charged.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_34_49_05_PM.png)

Another way to log ticket hours is by using the built-in timer. When you click on the****Update**** button within a ticket, simply click on the green play button to start the timer. The timer will run in the background until stopped using the red ‘Stop’ button. It is helpful, especially when your team is doing fieldwork as they can hit****Start****when they get to the client’s location and click****Stop****when they leave. This feature alone can save you hundreds if not thousands of dollars in lost revenue by allowing you now to keep accurate time.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_36_13_15_PM.png)

When you come back, click on the stop button.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_36_58_35_PM.png)

By observing the start and end time, you will notice that time kept by the timer has automatically been filled in for you. In this example, let's assume you have satisfied the clients requirements and wish to close the ticket. Let’s close the ticket by clicking on****Close Ticket.****

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_37_46_17_PM.png)

Now that all the problems have been solved, we can see all the closed tickets under the****Closed Tickets****menu item. In our example, some tickets have chargeable amounts while others do not. We will get back to this in a minute. For now, let’s do a quick check to make sure the ticket are appearing correctly in the automated upcoming invoice. To do this, simply click on****Invoices -> Edit Upcoming Invoice****.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_38_53_61_PM.png)

Click on the****Select client**** drop-down and then select the client from the list.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_39_32_73_PM.png)

The upcoming invoice for this client appears. It is due on the billing date set in your company settings. The first section of the invoice is the service contract where you will see the following:

* An entry of 5 units, $79 per unit, which is the initial contract and the monthly fee.
* Service contract - Setup Fee, which is applied on this invoice only. BILLWAZE will not carry this charge forward as it’s only a one time fee.
* A third entry for an additional device for $79 appears. This is for the extra device we added after the initial setup of the service contract.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_41_03_90_PM.png)

****In the next section of the invoice, the closed tickets will be itemized. Let’s go over each one:****

* Ticket #1000 opened for Laptop A02, which is covered by the service contract. As a result the amount charged is $0.00.
* Ticket #1001 opened for Laptop A01, which is also covered by the agreement and therefore the charged amount is also $0.00.
* Ticket #1002 opened for Laptop C01, shows a $50 charge as a result of Laptop C01 not being covered by the service contract. The hourly fee is $50, and we spent one hour fixing the issue. Total amount charged is therefore $50.
* Ticket #1003 opened for Desktop B02, which is also one of the devices not covered by the service contract. Total time spent working on this ticket is one hour and therefore the client is charged $50.
* Ticket #1004 opened for Desktop C04, a device covered under the service contract. The amount charged is $0.00, for both remote and on-site support. However, since the company charges a $100 service call fee for on-site work, this fee does appear in the invoice. \* If you do not wish to charge the on-site fee, simply uncheck the on-site button when updating a ticket.
* Ticket #1005 opened for Desktop B03, a device which is not covered by the service contract. As you can see, both fees for the work performed and the service call were charged.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_43_16_14_PM.png)

****The rest of the invoice sections are blank because nothing else happened in this first billing cycle, except for the five tickets. At the bottom, you have the invoice total, which consists of:****

* The setup fee of $250
* The monthly subscription of $474
* The total cost of the tickets which is $400
* A total of $1124
* BILLWAZE automatically applies the appropriate tax rates based on settings in the company profile. However, if a custom profile has been applied to this client, BILLWAZE will use the custom profile over the company profile.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_45_05_18_PM.png)

In this example, we used a flat tax rate of 10%. Click on the (i) next to Sales Tax to view the tax break done, as shown below.

![](https://dashboardassets.eb-pages.com/uploads/6417908828209152/image_png_Apr_28_2022_06_45_58_88_PM.png)

How to Create and update Tickets

Learn how to Create, Save and Manage Tickets 

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