I was just trying to find why a ticket was showing as billed but I could not find it in billing. What had happened is my tech changed the customer name from their contact name to their company name after it was billed. Lookin at the ticket time entries the only indication that they were billed was the "$billed" lablel in the header. No indication of when it was billed or the batch name. It would be good if it had "$billed ...more »
At the minute there are options for adding service plans that can be priced by Flat Fee, hourly retainer and money retainer. Can we have a Day retainer so we have the function to allow customers to purchase days of onsite support/service from us at the minute we cant calculate this in Manager.
I would like to see better report and billing functions for projects.
I would like to be able to choose from a list of all active projects, no matter which customer, and create and export relevant reports with important data.
I would also like to be able to use a more granular billing function where I can bill project tickets separately and/or more visible project tickets on the invoicing reports.
Here's my scenario. We offer Remote Sessions with our clients but their is a $45 fee regardless if the session lasts 2 minutes or 20. After 30 minutes of the remote session our rate drops to $22.50 an hour. So first 30 minutes is $45, anything else after that is $22.50 an hour. The feature I'm requesting would allow this to be possible without having to manually enter the calculated bill for the ticket through a new Service ...more »
We were surprised to find that the number of mailboxes we got invoiced for was way higher that the mailboxes set up in Mail Assure. It turns out that if you enable "Filter by default" on a domain. It filters all incoming email addresses, not just the mailboxes defined in Mail Assure Therefore, unless you have added all mailboxes for a domain to Mil Assure, you don't know how many SolarWinds will be billing you for until ...more »
Currently the billing workflow is a multi step process to end up with invoices in Xero.
1. +New Billing Batch
2. Review tickets/charges
3. Run Billing Batch
4. Create Invoices
5. Export To Xero
It would be great if we can creat a standard workflow and run it. e.g.
1. Review tickets from "Service Utilization"
2. Run workflow which will automatically run steps 3 - 5 above.
Let's say I start a timer at exactly 2:15 PM, and I stop it at what looks like exactly 2:30 PM. That should be exactly .25 hours, right? Well, apparently timers count seconds too, even though they don't show them. If I really started it at 2:15:01 PM and stopped it at 2:30:28 PM, and we have rounding turned on, it's going to round that up to 30 minutes. It might even say that the time is "rounded to .25 hours" when it ...more »
So right now Program Levels are just a collection of pre-defined service items. What would be nice is if the Program Level was a way to bundle service items at a different total price than ad-hoc al a carte service item selection as well as bundle our service items into a package and apply it as a per user price for user centric billing. That way we could calculate a per user bundle for a client, and then ship X number ...more »
Would like the ability to customize invoices in MSP Manager. When reviewing invoices time entries only show ticket number and text. Would like to be able to customize this to include start/stop time of time entries and dates.
We are automating our billing and are retrieving the devices thru the API. It currently lacks the abilitie to retrieve enabled features on a device. The enabled features determines how much we charge for a device so we need this information thru the API. I'm actually surprised it isn't there yet.
We already have the possibility to track the time spent in remote session using takecontrol, using the dedicated report.
Would it be possible to get the same kind of reports, for the remote background management?
It would be handy to know how many time is spent on devices, in order to justify the work that is done on devices regarding customers.
Time entries on any status of ticket need to show against all types of service plans, not just closed tickets. Tickets that are created for a long project or for maintenance and are not closed immediately should still reflect time put against the service plan, and should be billable for possible overages.