The view ticket hours screen ( Tickets -> View Ticket Hours ) is design to quickly show you all billable entries within tickets, total amount of hours worked, and amounts billed thus far.
Classes
When creating a ticket, you must flag the ticket under a specific class. Let's assume your you're an IT Service Provider and you have the following classes available:
- Hardware Issue
- Software Issue
- Login Issue
Scenario of how to use class:
If your client calls you and your assessment is that the PC is experiencing a physical issue, you may flag your ticket as a “Hardware Issue”.
Alternatively, if your client reports a problem with Microsoft 365, then you will potentially flag the ticket as a “Software Issue”.
If the client cannot login, you may flag the ticket as “Login Issue”.
Flagging tickets within a class helps EZB360 later report on which tickets you addressed most for any particular client(s).
Quick Note
You may Add, Modify and Delete Ticket Classes by clicking on Ticket Classes button on the top right side of your screen.