Billable, Non-Billable and Billed Timesheets
In order to make the customers aware of the time entry details and the total cost entered by the support rep for resolving requests, the time entries are marked as billable and are sent to the customers from the Timesheets tab. You can mark the time entries as billable, non-billable, or billed statuses.
The administrator can mark the time entries as billable at any time and export to QuickBooks for creating invoices to the customer. Upon invoicing the customer the time entries can be marked as billed.
Billable time entries are those which the support rep incur and which will be invoiced to the customer for whom the service is made. For instance, the time taken by the customer support representative to analyse and resolve the problem with the printer raised by the customer is billable. You can mark the time entries to 'Billable' status and export to QuickBooks for invoicing the customer.
NOTE: Additionally the support rep can mark the time entry as billable or non-billable while adding the time entry under Request Details page --> Time Entry tab. If the time entry is marked as non-billable, the hours/incidents will not be deducted from the contract.
To mark the time entry as billable:
NOTE: Billable time entries can only be marked as billed.
Non-billable time entries are those which cannot be billed to the customer. For instance, the time taken by customer support representatives to answer "how do I" questions regarding the product is not billable and are not billed to the customer.
Billed timesheets are those invoiced to the customer. To make the support rep aware of the billed time entry details, you can use the Mark as Billed option in the Timesheets page, and thereby indicating that the time entries have been billed to the customer.
You can mark the timesheets as billed once the time entry details are exported to QuickBooks. [For more information, refer Exporting Time Entries to QuickBooks.]
To mark the time entry as billed:
NOTE: Once the time entries are marked as billed, they cannot be exported to QuickBooks.