Skip to main content

Billable Time & Invoicing Workflow

Learn how to effectively track billable time on tickets and convert it into invoices to ensure no revenue is lost.

Overview​

Ascent provides a complete workflow for tracking time spent on client work and converting it into invoices. This guide explains how to:

  • Track billable time on tickets
  • Monitor unbilled time across clients
  • Create invoices from time entries
  • Prevent lost revenue from unbilled work

The Billable Time Lifecycle​

Log Time → Mark as Billable → Review Unbilled → Create Invoice → Marked as Billed

1. Logging Time on Tickets​

Time is logged against individual tickets:

  1. Open a ticket
  2. Go to the Time tab
  3. Click Add Time
  4. Enter:
    • Duration - Hours/minutes worked
    • Description - What was done
    • Billable - Toggle on for client-chargeable work
    • Rate - Override default rate (optional)
  5. Click Save
Timer Feature

Use the built-in timer for accurate time tracking. Start when you begin work, stop when finished.

2. Billable vs Non-Billable Time​

TypeDescriptionExample
BillableWork charged to clientSupport, troubleshooting, implementation
Non-BillableInternal/free workTraining, sales, warranty repairs

By default, time entries are billable. Toggle off for non-chargeable work.

3. Monitoring Unbilled Time​

Unbilled time appears in several places:

On Client Overview​

When viewing a client, the Unbilled Time card in the sidebar shows:

  • Total unbilled hours
  • Estimated revenue amount
  • List of tickets with unbilled time
  • Quick "Create Invoice" button

This is the primary place to catch unbilled work before it's forgotten.

On Ticket Detail​

The Time tab shows:

  • Total time on the ticket
  • Billable vs non-billable breakdown
  • Unbilled time highlighted
  • Per-entry billed status

In Reports​

Run time tracking reports to see:

  • Unbilled time by client
  • Unbilled time by team member
  • Time aging (how long entries have been unbilled)

Creating Invoices from Time​

There are multiple ways to convert time into invoices:

  1. Navigate to the client's detail page
  2. Find the Unbilled Time card in the sidebar
  3. Click Create Invoice from Time
  4. Review line items (grouped by ticket)
  5. Adjust descriptions/amounts if needed
  6. Save and send the invoice

This method catches all unbilled time for the client, including from closed tickets.

From Individual Tickets​

  1. Open the ticket
  2. Go to the Time tab
  3. Click Create Invoice (visible when unbilled time exists)
  4. Review and adjust the invoice
  5. Save and send

From Bulk Selection​

  1. Go to Billing → Time Tracking
  2. Filter by client and date range
  3. Select multiple unbilled entries
  4. Click Create Invoice from Selected

Grouping Options​

When creating invoices from time, you can choose how to group line items:

Group ByDescription
TicketOne line item per ticket (recommended)
IndividualOne line item per time entry
SummarySingle line item for all time

Ticket grouping provides the best balance of detail and readability.

Best Practices​

Don't Let Time Go Unbilled​

  1. Check the Unbilled Time card when visiting client pages
  2. Review before closing tickets - Check the Time tab
  3. Run weekly reports - Identify aging unbilled time
  4. Set up recurring invoice schedules - For managed services

Closed Tickets with Unbilled Time​

Important

Closed tickets can still have unbilled time! The client overview always shows unbilled time, regardless of ticket status. This prevents revenue from being forgotten when tickets are closed.

Consistent Time Logging​

  1. Log time as you work, not at the end of the day
  2. Write clear descriptions that clients understand
  3. Use the default rate unless a specific rate applies
  4. Mark non-billable time explicitly

Recurring vs Manual Invoicing​

Recurring Invoicing​

Best for:

  • Managed service agreements (MSP fees)
  • Monthly retainers
  • Subscription services

Set up in Billing → Recurring with automatic schedule.

Option: Enable "Include Billable Time" to automatically add unbilled time to recurring invoices.

Manual Invoicing​

Best for:

  • Project work
  • Ad-hoc support
  • Time & materials billing

Create manually from client overview or tickets as described above.

The "Create Invoice" Button​

The Create Invoice button appears in two prominent locations:

  1. Client Page Header - Next to Edit button (when unbilled time exists)
  2. Client Sidebar - In the Unbilled Time card

This design ensures you never miss the opportunity to bill for work performed.

Troubleshooting​

Can't Find Unbilled Time​

  • Check the client's Unbilled Time card in the sidebar
  • Verify time entries are marked as Billable
  • Check if entries were already billed (look for "Billed" badge)

Time Not Appearing on Invoice​

  • Ensure time is marked as Billable
  • Verify the time entry isn't already linked to an invoice
  • Check the date range if using filters

Invoice Amount Seems Wrong​

  • Check individual time entry rates
  • Verify the client's default hourly rate
  • Review time entry minutes/hours