Jan 22, 2025

Helpdesk → Task → Invoice: How to Link Support to Dev Work

Stop losing billable hours on client support. Learn the exact workflow to capture support requests, convert them to development tasks, track time accurately, and bill clients transparently - all in one unified system.

The Support Billing Problem for Development Teams

You're a development shop. A client emails: "The export feature isn't working." What happens next?

The Traditional (Broken) Workflow:

Support ticket created - In Zendesk or Freshdesk
Email back and forth - "Can you send a screenshot?"
Developer investigates - But where do they track time?
Fix gets implemented - In Jira, unlinked to original ticket
Time gets lost - Developer forgets to log 3 hours of work
Invoice is wrong - Client only billed for 1 hour (what you remembered)
Profit disappears - Lost $160 in billable revenue

The Cost of Disconnected Tools:

15-30% of support time never gets billed - Developers forget to log time
Clients question invoices - No clear link between support and billing
Context switching kills productivity - Jumping between 4 different tools
Admin overhead - Manually linking tickets, tasks, time, invoices

The Solution: One unified workflow from support ticket to invoice.

This article shows you exactly how to build that workflow in Corcava.

Understanding the Complete Workflow

The Five-Step Support-to-Invoice Process

Step 1: Capture Support Request

Customer submits issue via email, form, or direct ticket creation
Support ticket created with priority, status, and client linkage
Ticket assigned to support team member for triage

Step 2: Convert Ticket to Development Task

Support team determines issue requires development work
Create project task directly linked to support ticket
Task appears on development board with full context

Step 3: Track Development Time

Developer works on task using automatic or manual time tracking
Time automatically associated with project, task, and client
Real-time visibility of hours spent on support work

Step 4: Generate Client Invoice

Time tracking data automatically feeds invoicing system
Create invoice with line items showing support work performed
Invoice clearly shows which issues were resolved

Step 5: Client Transparency

Client sees progress through portal
Invoice includes context from original support ticket
Clear audit trail from request to resolution to billing

Why This Workflow Matters

✅ Capture Every Billable Hour - No forgotten time entries
✅ Clear Client Communication - Transparent link from issue to billing
✅ Reduced Context Switching - Everything in one system
✅ Faster Response Times - No tool-jumping slows you down
✅ Better Client Relationships - Transparency builds trust
✅ Higher Profitability - Bill for 100% of support work

Step 1: Creating Support Tickets

Understanding the Helpdesk System

What is a Support Ticket?

A support ticket is a record of a customer issue that needs resolution:

Ticket Components:

Ticket Name - Brief description of the issue
Description - Detailed explanation and context
Status - Open, In Progress, Resolved, Closed
Priority - Low, Medium, High, Urgent
Owner - Team member responsible for the ticket
Source - How the ticket was created (email, form, manual, chat)
Client & Contact - Who reported the issue
Activity Timeline - Complete history of ticket interactions

Creating Support Tickets

Method 1: Manual Ticket Creation

Navigate to Tickets → New and create a ticket:

Enter ticket details
- Name: "Export feature not working for CSV files"
- Description: "Client reports CSV export downloads empty file"
Set ticket properties
- Status: Open
- Priority: High (blocking client workflow)
- Source: Email
Assign ownership
- Owner: Support team member for triage
Link to client
- Client: [Client Company Name]
- Contact: [Specific person who reported]
- Add to contact timeline: Yes

Method 2: Email-to-Ticket Integration

Set up email forwarding to create tickets automatically:

Forward support emails to your team's helpdesk email
Tickets created automatically from email content
Subject becomes ticket name
Body becomes description
Sender auto-linked to contact (if exists)

Method 3: Form-Based Ticket Creation

Create public support forms for clients:

Build form with custom fields
Client submits issue through form
Ticket created automatically with form data
Client receives confirmation and ticket number

Ticket Triage and Prioritization

Support Team Triage Process:

Review New Tickets - Check all open tickets daily
Gather Information - Add comments requesting clarification if needed
Set Priority - Based on impact and urgency
Categorize Issue Type - Bug, feature request, usage question, etc.
Route Appropriately - Support can handle or needs development

Prioritization Framework:

High Priority (Needs Development):

Blocking client production workflow
Data loss or security issues
Broken core functionality
Promised deadline approaching

Medium Priority (Needs Development):

Non-critical bug affecting single user
Feature enhancement request
Performance degradation
Cosmetic issues in production

Low Priority (Support Can Handle):

Usage questions
Configuration assistance
Training requests
Documentation clarification

Step 2: Converting Tickets to Development Tasks

When to Create a Development Task

Decision Criteria:

✅ Create Development Task When:

Issue requires code changes or deployment
Investigation time will exceed 30 minutes
Multiple developers need to collaborate
Work needs to be planned into sprint
Client is billed hourly for development work

❌ Handle in Helpdesk When:

Quick configuration change (< 15 min)
Usage question with documentation answer
Issue resolved through client education
Non-billable internal testing

Creating Tasks from Tickets

The Manual Process:

While Corcava doesn't have automatic ticket-to-task conversion, here's the efficient manual process:

1. Open the Support Ticket

Review ticket details and client information
Understand the issue and expected resolution
Check ticket description for reproduction steps

2. Navigate to Project Board

Go to the client's project or general "Support" project
Select appropriate board (e.g., "Client Support" or "Bug Fixes")
Choose correct column (typically "Backlog" or "To Do")

3. Create Development Task

Click "Add Task" in the appropriate column
Task Name: Reference ticket - "Fix: CSV export empty file (#TKT-123)"

Description: Copy relevant details from ticket

Support Ticket: #TKT-123
Client: ACME Corp
Contact: Jane Smith

Issue: CSV export feature downloading empty files

Reproduction Steps:
1. Navigate to Reports → Export
2. Select "CSV" format
3. Click Export button
4. Downloaded file is 0 bytes

Expected: File should contain full report data
Actual: File is empty

Client Impact: Blocking end-of-month reporting workflow

4. Link Task to Client

Select client from dropdown
Optionally link to specific contact
Ensure task is on billable project if applicable

5. Set Task Properties

Time Estimate: 2-4 hours (investigation + fix + testing)
Due Date: Based on ticket priority and client SLA
Amount: Fixed price if applicable
Labels: "bug", "client-support", "high-priority"

6. Assign Developer

Assign to appropriate team member
Consider expertise and current workload
Notify developer of urgency

7. Update Support Ticket

Add comment to ticket: "Created development task #123 - assigned to [Developer]"
Update ticket status to "In Progress"
Link to task if possible (add task URL to ticket notes)

Creating a "Support" Project

Why You Need a Dedicated Support Project:

Centralized Support Work - All client support tasks in one place
Easy Time Tracking - Developers know where to track support time
Clear Reporting - See total support hours vs. project work
Client Billing - Separate support billing from project deliverables

Setting Up Your Support Project:

Create Project
- Name: "Client Support" or "Bug Fixes & Support"
- Billable: Yes (if you bill for support)
- Assign all developers to project
Create Support Board
- Name: "Support Queue"
- Columns: Backlog → Investigating → In Progress → Testing → Resolved
Configure Labels
- Bug (red)
- Enhancement (blue)
- Urgent (orange)
- Client-specific labels
Set Up Team Access
- All developers can view and work on tasks
- Support team can create tasks
- Clients can optionally view through portal

Step 3: Tracking Time on Support Work

Time Tracking for Support Tasks

Why Support Time Tracking is Critical:

Billing Accuracy - Ensure every minute gets billed
Scope Management - Identify clients with excessive support needs
Resource Planning - Understand true support workload
Client Communication - Show exactly what work was performed

Automatic Time Tracking for Support

Using the Desktop App:

Start Your Work Session
- Open Corcava desktop time tracking app
- Select "Client Support" project
- Select specific task (e.g., "#123 - Fix CSV export")
- Click "START"
Work on the Issue
- Investigate bug in codebase
- Implement fix
- Test solution
- App tracks time automatically in background
Document Your Work
- Add notes to task as you progress
- Update task status as it moves through workflow
- Add comments about findings
Complete Session
- Click "FINISH" when done with this support issue
- Time automatically calculated and saved
- Appears on task card and in reports

Benefits of Automatic Tracking for Support:

Accurate Investigation Time - Captures all research and debugging time
No Forgotten Sessions - Every work period captured
Detailed Time Records - Precise start/stop times for billing
Client Proof - Optional screenshots provide work verification

Manual Time Entry for Support

When to Use Manual Entry:

Quick fixes not worth starting automatic tracking
After-hours emergency support
Forgot to track time initially
Phone/email support time

How to Manually Log Support Time:

Navigate to MyWork → Time Entry
Select date of support work
Enter start and end times
Select "Client Support" project
Select specific task
Add description: "Investigated CSV export bug - traced to encoding issue in export library"
Mark as billable (if applicable)
Submit time entry

Best Practices for Support Time Tracking

1. Track All Investigation Time

Don't just track "coding" time
Include research, debugging, testing, documentation
Investigation is billable work - track it

2. Use Detailed Descriptions

"Fixed bug" ❌
"Investigated CSV export issue - found encoding problem in export library, updated to UTF-8 encoding, tested with sample data" ✅

3. Track Time in Real-Time When Possible

Don't wait until end of day to log support time
Track as you work for maximum accuracy
Hard to remember what you did 8 hours ago

4. Separate Support from Project Work

Don't mix support time with feature development time
Use separate projects or clear task labeling
Makes billing and reporting clearer

5. Include Communication Time

Client calls and emails are billable support time
Track time spent on Slack/email discussing issue
Include time writing status updates

Step 4: Generating Invoices from Support Work

Creating Invoices from Tracked Time

The Time-to-Invoice Process:

Corcava's integrated invoicing automatically pulls time tracking data into invoices.

Manual Invoice Creation from Support Time:

Navigate to Invoices → New Invoice
Select Client
- Choose client you're billing for support
- Currency auto-fills based on client settings
Set Invoice Details
- Issue Date: Today's date
- Due Date: Based on payment terms (e.g., Net 30)
- Invoice Number: Auto-generated
Add Line Items from Time Data
Option A: Manual Line Items
- Add item: "Support & Bug Fixes - January 2025"
- Quantity: 12.5 hours
- Rate: $120/hour
- Amount: $1,500
Option B: Detailed Line Items per Task
- Item 1: "CSV Export Bug Fix - Task #123"
  - Quantity: 3.5 hours
  - Rate: $120/hour
  - Amount: $420
- Item 2: "User Permission Issue - Task #124"
  - Quantity: 2.0 hours
  - Rate: $120/hour
  - Amount: $240
Review Time Reports
- Go to Time Reports
- Filter by client and date range
- Verify total hours match invoice
- Export report to attach to invoice

Add Invoice Notes

Support work performed:
- Fixed CSV export encoding issue (Ticket #123)
- Resolved user permission bug (Ticket #124)
- Updated documentation for export feature

All issues verified resolved and deployed to production.

Send Invoice
- Review total amount
- Click "Send Invoice"
- Client receives email with invoice and client portal link

Automated Recurring Support Invoicing

For Clients with Support Retainers:

If you offer monthly support hours packages:

1. Set Up Client Invoice Settings

Go to Client → Invoice Settings
Enable recurring invoices
Frequency: Monthly
Day of month: 1st (or your preference)

2. Configure Automatic Time-Based Billing

System automatically collects time intervals for the month
Generates invoice on scheduled date
Sends to client automatically

3. Support Hour Packages

Example: 20-hour monthly support package
- Client pays $2,000/month for up to 20 hours support
- Track all support time as usual
- Invoice shows hours used vs. package hours
- Overage billed at hourly rate

4. Overage Billing

Invoice Line Item 1: "Support Package (20 hours)" - $2,000
Invoice Line Item 2: "Additional Support (3.5 hours)" - $420
Total: $2,420

Invoice Best Practices for Support Billing

1. Clear Descriptions Bad: "Development work - 10 hours - $1,200"

Good:

Support & Bug Fixes - January 2025
- CSV Export Bug (Ticket #123): 3.5 hours
- User Permissions Issue (Ticket #124): 2.0 hours
- Performance Optimization (Ticket #125): 4.5 hours
Total: 10 hours @ $120/hr = $1,200

2. Link to Original Tickets

Include ticket numbers in invoice descriptions
Reference ticket titles so client remembers the issue
Helps client reconcile invoice with support requests

3. Attach Time Reports

Export detailed time report from Corcava
Attach as PDF to invoice email
Shows daily breakdown of hours

4. Group by Project or Timeframe

Monthly invoices: "Support - January 2025"
Project-based: "Project X - Support Hours"
Makes billing predictable and clear

5. Explain What Was Delivered

Not just "fixed bug"
"Fixed bug, tested solution, deployed to production, verified resolution"
Show value delivered

Step 5: Client Transparency Through Portal

Client Portal for Support Visibility

What Clients See:

The client portal provides real-time visibility into support work:

1. Project Board Access

Client can see support project board
View current status of their support tickets
See which developer is assigned
Track progress through workflow columns

2. Task Details

Click on specific task to see details
Read comments and updates
View attachments and screenshots
Understand what's being worked on

3. Time Tracking Visibility (Optional)

See time tracked on their support tasks
Understand time investment on each issue
Build trust through transparency
No billing surprises

4. Invoice Portal

View all invoices in one place
Click invoice to see line-item details
Link from invoice to tasks that were billed
Make payments directly through portal

Configuring Client Portal Access

1. Enable Client Portal for Client

Go to Client Details
Enable "Client Portal Access"
Client receives portal login credentials

2. Configure Project Visibility

Go to Support Project Settings
Enable "Client Portal Access"
Choose which clients can see this project
Control which columns are visible

3. Configure Time Tracking Visibility

Decide if clients should see time tracked
Some clients want transparency
Some prefer not to see work-in-progress time
Configure per client based on preference

4. Set Up Portal Notifications

Client notified when task status changes
Client notified when new invoice created
Client notified when time tracked (optional)
Keeps clients informed without manual updates

Communication Best Practices

1. Set Expectations Upfront

"You'll receive portal access to track support progress"
"Invoices will reference ticket numbers from portal"
"You can see real-time status of all support requests"

2. Train Clients on Portal

Send quick video or documentation
Show them how to view task status
Explain how invoices link to tasks
Reduce "what's the status?" emails

3. Proactive Updates

Don't just rely on portal
Send weekly summaries of support work
Highlight completed tickets
Mention any upcoming charges

4. Use Portal for Accountability

"As you can see in the portal, this took 4 hours due to X"
"Check task #123 in portal for the investigation details"
Reduces billing disputes before they start

Real-World Workflow Examples

Example 1: Urgent Production Bug

Scenario: Client reports critical bug affecting production users.

The Workflow:

9:00 AM - Ticket Created

Client emails: "Users can't log in!"
Support creates ticket #156
Priority: Urgent
Status: Open
Assigned to: Support Lead

9:05 AM - Triage

Support lead investigates
Confirms login broken for users with special characters in email
Cannot be fixed by support - needs code change
Creates development task #234 on Support board

9:10 AM - Developer Assigned

Task assigned to Senior Developer
Developer notified via Slack integration
Developer starts time tracking on task #234

9:15 AM - Investigation

Developer reviews code
Finds bug in email validation regex
Adds comment to task: "Found issue - regex pattern too strict"

10:30 AM - Fix Deployed

Fix implemented and tested
Deployed to production
Developer stops time tracking: 1.25 hours
Task moved to "Resolved" column
Ticket #156 updated: "Fixed and deployed - please test"

10:45 AM - Client Verification

Client confirms issue resolved
Support closes ticket #156

End of Month - Invoicing

Invoice generated for January support
Line item: "Critical Login Bug Fix (Ticket #156) - 1.25 hours @ $150/hr = $187.50"
Client portal shows link between invoice and task #234

Result:

✅ Issue resolved in 1.5 hours from report to deployment
✅ All time captured and billed
✅ Clear audit trail from ticket to invoice
✅ Client sees transparency and fast response

Example 2: Feature Enhancement Request

Scenario: Client requests minor feature addition during support call.

The Workflow:

Monday - Support Call

30-minute call with client discussing reporting needs
Client requests: "Can we add PDF export to the dashboard?"
Support agent creates ticket #157: "Feature Request: PDF dashboard export"
Priority: Medium
Status: Open

Monday Afternoon - Scoping

Support lead reviews request
Creates task #235: "Implement PDF Dashboard Export"
Time estimate: 6-8 hours
Assigned to: Mid-level Developer
Due date: Following Friday

Tuesday - Development

Developer starts work on task #235
Uses desktop app to track time
Day 1: 4.5 hours (research, design, initial implementation)
Adds commit hash to task notes

Wednesday - Continued Development

Developer continues work
Day 2: 3 hours (complete implementation, unit tests)
Moves task to "Testing" column

Thursday - Testing & Client Demo

QA testing: 1 hour
Fixes found issues: 0.5 hours
Quick demo to client via screen share
Client approves feature
Task moved to "Resolved"
Ticket #157 closed
Total time: 9 hours

Friday - Invoice

Create invoice for this specific feature work
Line item: "Feature Development: PDF Dashboard Export (Ticket #157) - 9 hours @ $120/hr = $1,080"
Attach screenshot of completed feature
Client portal shows task #235 with all time details

Result:

✅ Clear scope from initial request to delivery
✅ All development time tracked (research + coding + testing)
✅ Client approves before billing
✅ Invoice clearly explains what was built

Example 3: Monthly Support Retainer

Scenario: Client has 20-hour monthly support package.

The Workflow:

Throughout January:

Multiple support tickets created and resolved
Each ticket converted to task on Support board
All time tracked on respective tasks

Tickets & Time:

Ticket #140 (Minor UI bug) → Task #210 → 2.5 hours
Ticket #143 (API integration issue) → Task #213 → 4 hours
Ticket #148 (Performance optimization) → Task #218 → 6 hours
Ticket #152 (Data export problem) → Task #222 → 3.5 hours
Ticket #156 (Documentation update) → Task #227 → 2 hours
Email support (quick questions) → Manual entries → 3 hours
Total: 21 hours

January 31st - Automated Invoice:

System generates invoice automatically
Invoice #2025-01-31-ACME
Line Item 1: "Monthly Support Package (20 hours)" - $2,000
Line Item 2: "Additional Support Hours (1 hour @ $120/hr)" - $120
Total: $2,120

Invoice Notes:

Support provided in January 2025:
- Fixed user interface bug (Ticket #140)
- Resolved API integration issue (Ticket #143)
- Optimized report query performance (Ticket #148)
- Fixed data export encoding (Ticket #152)
- Updated API documentation (Ticket #156)
- Various email support and quick questions

Hours included: 20 hours (package) + 1 hour (overage)

Client Portal:

Client can review all 6 tasks that were worked on
See time breakdown for each
Verify 21 total hours
Understand overage charge

Result:

✅ Complete transparency on hour usage
✅ Automated invoicing saves admin time
✅ Client understands exactly what was done
✅ Clear audit trail for retainer hours

Common Challenges and Solutions

Challenge 1: Developers Forget to Track Time

The Problem: Developers jump directly into fixing issues without starting time tracking, losing billable hours.

Solutions:

1. Make It Part of Task Workflow

Update task status triggers time tracking reminder
Train: "First step when you open a task is start tracking"
Visual reminders on task cards

2. Use Automatic Tracking by Default

Require desktop app for support work
No manual entry needed - harder to forget
Screenshot verification (optional) ensures tracking

3. Daily Time Review

Quick 5-minute end-of-day review
"Did you track time on all support tasks you touched?"
Add any forgotten time immediately

4. Link Time to Task Movement

Moving task from "To Do" to "In Progress"? Must have time tracked.
Moving to "Resolved"? Must have at least X hours logged.
Create visual dashboard showing tasks without time

5. Positive Reinforcement

Share monthly: "Team captured 98% of support hours!"
Thank developers for diligent tracking
Don't punish forgotten time - encourage accuracy

Challenge 2: Clients Question Support Invoices

The Problem: Client receives invoice for 8 hours of support work and says "I didn't request that much support."

Solutions:

1. Link Everything

Every invoice line item references ticket number
Client can look up ticket in portal
See original request, work performed, resolution

2. Proactive Communication

Weekly summary: "This week we worked on tickets #123, #124, #125 - total 6 hours"
No billing surprises
Client knows charges are coming

3. Detailed Time Reports

Attach time report to invoice
Shows daily breakdown
Includes descriptions of work performed

4. Portal Visibility

Client watches time being tracked in real-time (optional)
Sees progress on tasks
Understands scope when issue is complex

5. Upfront Estimates

When creating task from ticket: "This will take approximately 4-6 hours"
Get client approval for work over certain threshold
Document approval in task notes

Challenge 3: Support Time Exceeds Estimates

The Problem: You estimated 2 hours to fix a bug, but it took 8 hours due to complexity.

Solutions:

1. Communicate Early

After 2 hours, if issue is more complex than expected, update client
"This turned out to be more complex - root cause in database layer"
Give revised estimate and get approval to continue

2. Explain the Why

Don't just say "it took longer"
Explain: "Initial investigation revealed database index issue affecting multiple queries - required broader fix"
Show value: "Fixed root cause that would have caused more issues"

3. Document Thoroughly

Detailed task notes showing investigation process
Commits and code changes visible
Clear explanation of complexity discovered

4. Honest Time Tracking

Track all time but note which portions were unexpected
Offer to split cost if estimate was way off
Build trust through transparency

5. Learn for Next Time

Review estimates vs. actual monthly
Identify patterns (database issues always take longer)
Improve estimation accuracy

Challenge 4: Mixing Support and Project Work

The Problem: Hard to separate billable support hours from fixed-price project work on same codebase.

Solutions:

1. Separate Projects

"Project ABC - Deliverables" (fixed-price)
"Project ABC - Support & Enhancements" (hourly)
Clear separation for billing

2. Clear Task Labeling

Use labels: "support", "bug", "project-feature"
Filter time reports by label
Separate billing based on labels

3. Define Support vs. Project Scope Upfront

Contract clearly states what's included in project vs. support
"Bugs in new features = project scope (free)"
"Bugs in existing code = support (billable)"
"New features/enhancements = support (billable)"

4. Weekly Tracking

Review time weekly with team
Verify correct project/task association
Catch misallocated time before invoicing

5. Client Communication

Show time breakdown: "10 hours project features, 3 hours support"
Explain difference in task descriptions
Portal visibility shows clear separation

Best Practices Summary

For Support Teams

✅ Create Detailed Tickets - More detail = easier to convert to tasks
✅ Triage Quickly - Route to development within 1 hour for urgent issues
✅ Link to Clients - Always associate tickets with correct client
✅ Update Status - Keep ticket status current with task status
✅ Document Resolution - Note what was done to solve issue

For Development Teams

✅ Start Tracking First - Before you start working, start time tracking
✅ Use Task Descriptions - Copy all relevant context from ticket
✅ Add Detailed Notes - Document what you found and how you fixed it
✅ Update Task Status - Move through workflow as you progress
✅ Review Time Daily - Quick end-of-day check that all time tracked

For Project/Account Managers

✅ Monitor Support Volume - Track hours per client monthly
✅ Identify Trends - Which clients need the most support?
✅ Review Time Before Invoicing - Verify all support time tracked
✅ Communicate Proactively - Don't surprise clients with big invoices
✅ Use Data for Planning - Historical support data improves estimates

For Client Communication

✅ Portal Access - Give clients visibility into support queue
✅ Weekly Summaries - Proactive updates on support work
✅ Link Invoices to Tickets - Clear connection between request and bill
✅ Attach Time Reports - Detailed breakdown builds trust
✅ Explain Complex Issues - Help clients understand why things took time

Measuring Success

Key Metrics to Track

Time Capture Rate:

Goal: 95%+ of support hours tracked and billed
Measure: Billed hours vs. estimated total support time
How: Weekly review of tasks with no time vs. tasks with time

Billing Dispute Rate:

Goal: <5% of invoices questioned by clients
Measure: Number of billing questions per 100 invoices
How: Track client queries about support invoices

Support Response Time:

Goal: <2 hours from ticket to task assignment
Measure: Average time from ticket creation to developer starts work
How: Review ticket timestamps vs. first time entry

Client Satisfaction:

Goal: 4.5+ out of 5 on support satisfaction
Measure: Post-resolution survey scores
How: Automated survey after ticket closed

Support Profitability:

Goal: 2.5x+ billable rate multiplier
Measure: Revenue from support / actual cost of support time
How: Monthly financial report on support revenue vs. team cost

Continuous Improvement

Monthly Review Process:

Export Support Time Data
- All time tracked on support tasks
- Group by client, by type of issue, by developer
Analyze Trends
- Which clients need most support?
- What types of issues take longest?
- Are estimates getting better?
Team Retrospective
- What went well with support workflow?
- What friction points exist?
- How can we improve time tracking compliance?
Client Feedback
- Survey clients on support experience
- Ask about billing transparency
- Gather suggestions for improvement
Optimize Process
- Update templates and workflows
- Improve ticket-to-task process
- Refine time tracking practices

Getting Started: Implementation Checklist

Week 1: Setup

Create "Client Support" project
Set up support board with workflow columns
Configure support ticket system
Create task and ticket templates
Train support team on ticket creation

Week 2: Team Training

Train developers on ticket-to-task workflow
Set up time tracking (desktop app + manual)
Create support time tracking guidelines
Practice workflow with test tickets
Set up client portal access

Week 3: Pilot

Run pilot with 2-3 clients
Track all support through new workflow
Gather team feedback on process
Identify and fix friction points
Create first test invoices

Week 4: Scale

Roll out to all clients
Monitor time capture rate
Refine templates and documentation
Measure client satisfaction
Establish ongoing improvement process

Conclusion: Unified Support-to-Invoice Workflow

Stop losing billable hours to disconnected support tools. With a unified workflow from helpdesk to invoice, you can:

✅ Capture 100% of support time - No more forgotten hours
✅ Bill with confidence - Clear audit trail from ticket to invoice
✅ Improve client relationships - Transparency builds trust
✅ Reduce admin overhead - One system vs. four separate tools
✅ Increase profitability - Capture $20k-$50k more annually
✅ Make better decisions - Data shows which clients need most support

Ready to streamline your support billing?

Corcava provides the complete workflow in one platform: helpdesk for tickets, project boards for tasks, time tracking for billing, and invoicing for payment - all connected with full client portal transparency.

Next Steps:

Set up your support project - Follow the checklist above
Train your team - Use this article as your guide
Start with one client - Pilot the workflow
Measure results - Track time capture and client satisfaction
Scale to all clients - Roll out proven process

Stop losing billable hours. Start capturing every minute of support work and billing clients transparently.

Related Resources:

Ready to get started?Sign up for Corcava today and build your unified support-to-invoice workflow.