Wartungsvertrag · Heyer Plan AG Zeitbudget 20 h / Monat
20 h · aufgebraucht
6,0 h
5,0 h
5,0 h
4,0 h
2,5 h
im Budget · pauschal gedeckt über Budget · nach Aufwand
Ticket billing: service hours become the invoice.
Agents log their hours straight on the ticket. Those hours turn into the invoice: against a time budget, by effort, or both, individually or consolidated at month-end. Sent as ZUGFeRD or XRechnung, handed over to DATEV. Part of the Service Desk software in teamspace, with no module surcharge.
Starting point
Hours that never make it onto the invoice?
- Service times are scattered across Excel, the ticket and notes
- At month-end one person painstakingly pieces the effort together
- Flat rates, effort and premiums get muddled up in the process
Work that has been done sits idle instead of reaching the invoice.
Transfer
The effort lands in the order without retyping.
Whoever resolves a request logs their time on the ticket. teamspace carries that same entry into the associated order, with an activity description and ticket reference. No one collects hours from emails and notes at month-end.
- Time logged on the ticket, billable or kept internal, flows into the customer's order.
- Activity and ticket reference appear as a reference on the later invoice, traceable down to the individual item.
- One platform instead of capture, approval and billing in three separate tools.
Time budget
The time budget knows for itself when it is full.
A maintenance contract gets a time budget per period. Logged ticket hours fill it up. At the threshold the system recognises that it is used up and bills every further hour according to the stored rule.
Im Budget 20 h
Pauschal gedeckt
Die Stunden bis zur Budgetgrenze sind mit dem vereinbarten Pauschalbetrag abgegolten, ohne Einzelposten.
Über Budget + 2,5 h
Nach Aufwand verrechnet
Jede weitere Stunde läuft nach der hinterlegten Regel: minutengenau, im Service-Intervall oder zum Stundensatz des Vertrags.
Das Budget meldet sich selbst. Das System erkennt selbst, wann das Zeitbudget aufgebraucht ist, und verrechnet jede weitere Stunde nach der hinterlegten Regel.
Three levers
Every hour is billed by its own rule.
Ticket billing does not force an artificial split. It mirrors how service contracts actually look in reality. Three settings carry that.
Service interval
Work in a fixed rhythm or to the minute.
Set the calculation interval per contract. Work is calculated in a fixed rhythm, for example every half hour, or to the minute.
- Fixed rhythm, half-hourly or hourly
- Or billing to the minute
- Its own rule per contract
Internal and external times
Goodwill stays out, minimum time stays in.
Distinguish between internal and external times where you wish. This lets you bill minimum flat rates or exclude goodwill time from the invoice.
- Goodwill time excluded from the invoice
- Minimum flat rates per visit possible
- Internal and external cleanly separated
Hourly rate and premium
The right rate sets itself.
teamspace applies the correct hourly rate, including by employee or customer. Premiums for night, weekend and public holiday work are added automatically.
- Rate by employee or customer
- Premiums for night, weekend, public holiday
- Carried into the invoice automatically
Capture
The agent logs hours straight on the ticket.
The lever of integrated billing lies in capturing at the source. Whoever handles a request logs their time during or right after the resolution, rather than reconstructing it at the weekend.
- Entry with activity and note on the ticket, at the click of a button or via the stopwatch.
- Internal or external set right at the point of entry, so billable time is marked as such immediately.
- Through the installable web app even on an on-site visit, with no separate tool.
Hourly rate
Hourly rate and premium are correct automatically.
Which rate applies to an entry rarely comes down to a single number. teamspace resolves this automatically, even when the rules differ by employee and customer, and adds the premiums that are due.
- Correct hourly rates, even complex rules by employee and by customer.
- Premiums automatically: night, weekend and public holiday work is taken into account without recalculating.
- Carried into the invoice, so the amount per entry is right of its own accord.
“I save a lot of time writing invoices.”
Scope of functions
Service hours become the invoice with no detour.
Three things decide whether work that has been done turns into an invoice without friction.
Captured once, not retyped
- Hours logged straight on the ticket
- Activity and ticket reference land in the order
- No second capture at month-end
Every billing type in one logic
- Time budget as a flat rate or by effort
- Service intervals, to the minute or by rhythm
- Internal and external times separated
Invoice at the push of a button
- Periodic proposal from the entries
- ZUGFeRD or XRechnung on dispatch
- DATEV export in the standard format
Period
At month-end a consolidated invoice is created.
You bill a ticket individually or bundle a customer's entries, for example at month-end. You can store your own rules for each case. teamspace creates the invoice proposal, you check it, approve and send.
- Individual or consolidated billing with individual rules per contract.
- Activity record as an attachment, so the customer can trace every line item.
- Sent as ZUGFeRD or XRechnung, with the handover to DATEV in parallel.
Scope of functions
Ticket billing across three areas.
What can be set per contract, how hours turn into an invoice and what travels along on dispatch.
Billing types
- Time budget as a flat rate per period
- By effort beyond the budget
- Service interval, fixed rhythm or to the minute
- Internal and external times separated
- Minimum flat rates and goodwill time
Capture and rate
- Hours logged straight on the ticket
- Hourly rate by employee or customer
- Premiums for night, weekend, public holiday automatically
- Activity and ticket reference on the order
- Correction with a traceable history
Invoice and handover
- Individual or consolidated billing at month-end
- Invoice proposal from the entries
- Activity record as an attachment
- ZUGFeRD and XRechnung on dispatch
- DATEV export in the standard format
Initial call
Let's work through one contract together.
One real maintenance contract is enough. We go through its mix of time budget, service interval and premiums step by step, and you see where logging on the ticket shortens the month-end close.
Use cases
Six functions around ticket billing.
Billing sits at the end of the service chain. These areas show what happens before it, each on its own page.
Ticket system
Three ticket types, channels, statuses and responsibility in detail.
Learn moreTicketing software
Requests from email, phone and web service become a ticket.
Learn moreSLA management
Promised response times run as a traffic light on the ticket.
Learn moreCustomer portal
Customers open tickets themselves and see the status.
Learn moreTicket projects
Turn a ticket into a main project, sub-project or work package.
Learn moreOutlook add-in
Create a ticket from an email in Outlook.
Learn more
At a glance
Billing sits at the end of the Service Desk.
Ticket billing turns the hours that have been worked into the invoice. How teamspace runs the entire service, from channels through statuses and escalation to time on the ticket, is shown in the Service Desk software overview.
To the Service Desk softwareSecurity
Service data stays in Germany.
Maintenance contracts and tickets hold conditions, hourly rates and customer agreements. teamspace processes this data exclusively in the EU, without management having to worry about the infrastructure.
Hosting is in an ISO 27001 certified data centre in Frankfurt am Main, with processing exclusively in the EU. For billing-relevant data you can activate the GoBD mode: approved invoices, cancellations and receipts can then no longer be deleted, and retention is audit-proof. The system is set up in line with GDPR, with a data processing agreement as standard. Development, support and operations sit with 5 POINT AG, based in Darmstadt, since 1999.
Related modules
Where the invoice draws its data from.
Conditions come from the customer, the effort from the project, the hours from time tracking. Three areas feed every service invoice, this way.
CRM software
The ticket hangs on the contact, the order on the customer. The hourly rate and document layout come from the customer record.
- Order on the customer record
- Conditions stored per customer
- Customer record on the running item
Project management
A growing request becomes a ticket project, whose effort flows into the planned-versus-actual comparison.
- Ticket project in one step
- Effort in the planned-versus-actual comparison
- Ticket and project firmly linked
Online time tracking
Service hours are logged straight from the ticket onto the project and form the basis of billing.
- Logged from the ticket
- Billable or internal, kept separate
- The basis for billing
Frequently asked questions about ticket billing from teamspace
How does the time budget work?
For each maintenance contract you can store a time budget per period, for example as a recurring flat amount. Logged ticket hours fill that budget. The software automatically recognises when it is used up and bills every further hour according to the stored rule.
Can we mix billing by effort and a flat rate?
Yes. A contract can have a flat-rate time budget and bill anything beyond it by effort. Pure effort-based contracts with no budget are also possible. Through the service interval you set whether work is calculated in a fixed rhythm or to the minute.
How is the periodic billing created?
You bill individually or consolidated, for example at month-end. teamspace creates the invoice proposal from the approved entries, you check it, correct it if needed, approve and send as ZUGFeRD or XRechnung. The activity record is attached.
Can internal and external times be separated?
Yes. Where you wish, teamspace distinguishes between internal and external times. This lets you bill minimum flat rates or exclude goodwill time from the invoice, without losing the entry on the ticket.
Does billing work with our DATEV accounting?
Yes. teamspace exports invoice and posting data in the DATEV standard format, with no CSV adjustment. You also send invoices to the customer as ZUGFeRD or XRechnung. More on order billing.
Initial call
We map your billing mix on one contract.
Bring along your maintenance contracts, with time budgets, service intervals and premiums. On one real contract you see whether teamspace fits your service.