Helpdesk request that belongs to a service contract

Choose a flow

Situation

A Helpdesk ticket (Customer Success) turns out to be billable service work.

Recommendation

Escalate to a Service Management Ticket, then create a Service Order or Field Service Job.

Why

Helpdesk and Service Management Tickets are two independent queues. Billable work must live in Service Management to be charged correctly.

Steps

1. Open the Helpdesk ticket.
2. Escalate to a Service Management Ticket.
3. Create a Service Order or Field Service Job.
4. Stop working it on Helpdesk.

Avoid

• Keep handling billable work on Helpdesk.

Roles & permissions

Service coordinator / Service Management manager.

Related

• Urgent job, billing terms unclear
• Service Management
• Customer Success
• Playbook: Service business: contract to billing