Introduction

This Guide explains how to make effective use of the billing, time tracking and invoicing features of Naverisk.

The basic workflow steps we will cover in this Guide are:

  1. Setting up Recurring Services.
  2. Configuring Agreements.
  3. Mapping Agreements to clients, services, users and devices.
  4. Logging time and expenses against agreements in service desk tickets.
  5. Reviewing and approving billable tickets.
  6. Generating invoices and exporting to Quickbooks or Xero.

Prerequisites

Naverisk offers billing integration with QuickBooks and Xero. To ensure that Naverisk logs all time entries and expenses through these billing platforms, the integration between Naverisk and QuickBooks or Xero must first be set up.

Please go to the Naverisk Help Center to read our guides on how to configure QuickBooks Integration and Xero Integration.

If the billing integrations are not setup or used correctly, this could lead to incorrect data being entered in the Naverisk Reports and lost billable hours.

Setting up Recurring Services

Recurring Services are used to bill services such as software licensing that are billed on a regular basis, for example monthly. A Recurring Service must be created in the Service Catalogue for each service that you wish to on-sell to your clients.

Full details on configuring Recurring Services can be found in this article.

Setup Agreements to Define Service Billing Rates

Naverisk has the ability to have multiple different service Agreements for all clients under management.

These are configured in Settings > Service Desk Setting > Agreements.

Different Agreements can be setup against each of the clients for different rates and services. For example - an MSP has a different billing for a managed client vs an ad-hoc client.

The 'Copy' and 'Clone' buttons found in the top right can be used to propagate Agreements across all of your clients.

New Agreements can be created against the currently selected client using the New Agreements' button, also found in the top right.

Note: To change the Time and Date format seen in the UI, navigate to Settings > Users & Groups > Edit User > User Settings.

Agreement Types

Naverisk offers the following Agreement types:

  1. Recurring Service
  2. Block
  3. Term
  4. AYCE (All You Can Eat) per Device
  5. AYCE (All You Can Eat) per User
  6. Time and Material

Click on the links above to see additional information on each agreement type, including how to map devices, users and services to an agreement.

For example, a client may have a Block Agreement for hours with a Time and Materials Agreement in place for any over runs or items that are not included in the Block Agreement. Or a client may have an AYCE Device Agreement for some servers and a Time and Materials for workstations.

There is no limit on the number of Agreements that can be running at the same time for a Client.

When there are multiple Agreements available to a client, it is up to the person entering time on the ticket to select the correct Agreement.

Default Agreement for a Clients

Naverisk recommends assigning a Default Agreements to a Client under Settings > Agreements. Default Agreements are used in those cases where a Ticket is raised without a Device or User that has an Agreement set. For example, when a Ticket is created from an email being submitted by a Client.

Entering Time & Expenses into Naverisk

In Naverisk, time and expenses are logged against Tickets. The steps for doing this are as follows:

  1. When a support Ticket is logged, make sure that it is assigned to the appropriate Client. To do this edit the ticket and verify the correct client is set.

2. Add Time or Expense to the Ticket. From the Activity Panel, click the down arrow on the Notes button to open the Note Types drop-down list.

3. From the Note Type drop-down list, choose either Time Note or Expense Note.


4. The Cost per hour can be either manually specified or populated by the Agreement Type.

When entering Expenses against a Ticket, the process is similar, but the Expense Type and Cost need to be supplied instead.

Note that Mark Note as Ready to Invoice would generally be left unticked, as the Billing Administrator or Servicedesk Manager etc would do this when reviewing the billable tickets (see below).

6. Create new Expense Types or modify existing ones at Settings > Expenses Types.

Reviewing and approving billable tickets

Before invoicing, it is good practice to review all tickets with billable time or expenses, to ensure the time/expense notes are correct and the ticket has been completed satisfactorily. This process may be done at whatever interval suits your internal processes. Only time/expense notes marked as Ready to Invoice will be included in the invoice report.

In the ServiceDesk, select Billing Queue from the Queue dropdown. This will display all tickets with billable time or expense notes.

Once the billing queue is displayed, you may use any configured views or filters, for example you may only wish to review and bill tickets marked as closed.

While you can open individual tickets, the easiest way to review them is to expand each ticket from the grid view. This will show the billable time or expense notes for that ticket. Note in the example below, Ready to Invoice is shown blank, indicating the ticket has not been reviewed and marked as Invoicable.

Click the Edit button to open each note. You can then review the details, and tick Ready to Invoice when required.

If a ticket has multiple time or expense notes, you can review and mark each one as ready to invoice individually,

Billing and Invoicing

All billable hours, expenses, services, users and devices are available for reporting and are automatically calculated for invoicing, as set up in the agreements configured for each client.

For non pre-paid agreements, such as Time and Materials, there are two general methods for billing time and materials recorded against tickets:

  1. Work in Progress Billing - This is where all outstanding amounts are billed at the end of the period.
  2. Completed Ticket Billing - This is where a Ticket is billed only when complete.

Both may be managed easily using the Billing Queue and the Ticket Status filters. In the ServiceDesk, select the desired client and the Billing Queue view.

Note that if you are billing the same way for all clients, you can select the MSP client and process all clients at once.

For Work in Progress billing, select All Statuses from the Ticket Status drop down.

This will show all tickets, Open, Closed and Archived, with time and expense notes awaiting approval for invoicing. Review and mark the time and expense notes as Ready to Invoice. They will be included in the current invoice. Once invoiced, they will not be displayed in the billing queue again, so will not be invoiced twice.

For Completed ticket billing, select Closed from Ticket Statuses

This will only show closed (i.e. completed) tickets. Mark the time and expense notes as Ready to Invoice in the same way. Repeat the process, selecting Archived from the Ticket Statuses. Again, this will not show tickets already invoiced.

Billing Reports for Auditing

A number of billing reports are available to allow you audit and verify billing details and resource usage before invoicing your clients.

1. Invoice Job Detail Report

Located in Reports > Billing > Invoice Job Detail, this report shows a detailed list of billable tickets for the selected client. It does not include charges from other agreements such as Recurring Services or Per User.

When you choose Billable All the report will also show items selected as Non-Billable with a $0 amount. This is to prevent confusion where time has been billed via an Agreement and a 3rd party. By just choosing Non-Billable the value of the time will be shown in the report allowing the report to be used to identify the actual cost of an Agreement over a period.

Project Billing

When time and Expense notes are added to tickets that are added to Projects, by default they will not appear in the Invoice Job Detail Report. This allows you to invoice separately for groups of, or individual Projects.

NOTE: Project billing is unavailable for 'All Clients' and must be generated on a per Client basis

Make sure to mark a check against Projects: 'Include Projects' and hit 'Select Projects'. Choose the required Projects in the popup as below. When running the Invoice Job Detail with the below settings, only time and expenses notes from that Project will be invoiced.

2. Device Agreement Status

This Report shows all Agreements applied to Devices

3. Agreement Status

The Agreement Status Report shows the current Agreements and current status for a specific Client.

4. Resource Utilisation Detail

This Report displays all the Time and Expenses (both billable and non-billable) logged over the selected time period. It is a versatile Report, providing insight into Time and Expenses logged based on Agreement, Billing Type, Client, Device or User.

5. Resource Utilisation Summary

Very similar to the Resource Utilisation Detail Report, the Resource Utilisation Summary provides the same information on logged Time and Expenses but does not include notes on what each logged entry is for. Suitable as a quick summary for a Client and can be used in conjunction with the Resource Utilisation Detail Report if the Client requests a breakdown of the invoice.

6. Time Tracking Detail

This Report displays only Time logged by Engineers grouped by Client, Device, User, Ticket Category, or Agreement. It is similar to the Resource Utilisation Detail Report but does not include Expenses.

7. Time Tracking Summary

The Time Tracking Summary Report provides a graphical representation of Time logged by Engineers, Clients and Devices. It can provide helpful feedback on which Clients should consider upgrading to a more expensive Support Agreement, or whether any specific Devices need to be replaced due to a large number of ongoing problems.

Invoicing

The Invoice Report shows a detailed list of all Agreements and tickets with time and expense notes. The report can be used to verify or audit the client's billing, and to also generate an invoice, which can be exported to Xero or Quickbooks.

To generate an invoice, select Create an invoice in Naverisk. You will need to create an invoice for each client. If you are using the Quickbooks or Xero, integration, select the appropriate option instead.

The invoice will include billing from all agreements such as Recurring Services or AYCE devices or users, as well as all time and expense notes marked as Ready to Invoice. Running the invoice will mark all invoiceable time and expense notes as Invoiced, so they will not be re-billed in the future.

Naverisk invoices can be exported in PDF, Excel. CSV, RTF and HTML formats.

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