If your Agents need to bill Users based on the support they provide, you can enable the Ticket Time Log and Ticket Billing features.

The time log lets Agents record the amount of time they spend on a ticket, while ticket billing lets them specify an amount of money to charge for support.

Note

This is not to be confused with the Billing & Licensing interface where you pay for your Deskpro license, accessible through this icon on the Navigation Bar:

By default, each time or charge recorded has a comment field which enables the Agent to enter an optional comment.

You can enable time logging and billing separately. If you have enabled either, a 'Billing' tab will appear on the ticket properties pane:

Go to Features > Billing & Time > Settings to change the settings.

The Ticket Time Log section lets you enable the time log, and you can choose whether to Automatically start timer as soon as the ticket is opened by an Agent.

The Ticket Billing section lets you enable or disable monetary billing, and specify the currency.

The Agent permission Can modify billing and time log records controls whether the Agent can edit previously entered charges. An Agent with this permission can also enter amounts of time directly, rather than running the timer.

Billing Users

Deskpro only records times and charges for Agents - Users are not automatically notified and you will need to bill Users outside of Deskpro.

To facilitate billing, you can use the Reports interface to see simple summaries of all charges; note that you can generate reports by organization as well as by User.

Agents can also see the history of charges for a User and Organization from profiles in CRM.

If you need more in-depth billing information, you can use the custom reports function from the Report Builder to retrieve charge information. See this article:  Generating custom reports on ticket billing or time charges

Charges in Email Notifications

If you want to include a list of charges on a ticket in User email notifications, you can do so by editing the relevant email notification templates in Admin > Tickets > Email Templates.

Here’s an example to display a list of all time charges, with comments and which Agent made the charge:

{% if ticket.charges %}
Chargeable time for this ticket:<br /><br />
{% endif %}
{% for charge in ticket.charges %}
time: {{ relative_time(charge.charge_tim) }}e) }} <br />
comment: {{ charge.comment }} <br />
agent: {{ charge.person.display_name }} <br /><br />
{% endfor %}
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