Watch: issuing an invoice
Swipe the screen to move between steps.
Who can issue invoices
Accountants and Super Admins issue invoices. Operations managers can open invoices but cannot issue them unless a Super Admin adds that permission to their role.
Issue from New invoice
- Open Invoices and select New invoice.
- The page lists every ticket at Client approved, with its number, client, service and date.
- Select Generate invoice on the ticket you want to bill.
- Confirm. The new invoice opens, already issued.
If the page says Nothing to invoice, no ticket is waiting. A ticket appears here only after the client signs off the completed work.
Issue from the ticket
A Super Admin can also open the ticket in the admin console, go to its Invoice tab and select Generate invoice. The accounting console has no ticket pages on the web, so accountants use New invoice.
In the app
Open the Invoices tab and tap New invoice, or tap New invoice under Create on Home. The same list of client-approved tickets appears, each with Generate invoice.
What happens next
- The invoice is Issued with the approved quotation's line items, discount and VAT at 15%, and a due date 14 days after issue by default.
- The ticket moves to Invoiced and the client is notified that the invoice is ready to view and pay.
- Any advance or on-site payment already received on the ticket counts towards the invoice. If it covers the whole amount, the invoice is paid and the ticket closes at once.
- A ticket is never invoiced twice. A second attempt is refused.
Automatic and internal invoices
If automatic invoicing is switched on for your platform (a server setting, not something in Settings), approved tickets are invoiced every 15 minutes without anyone selecting Generate invoice.
Internal team tickets are invoiced when the responsible manager signs them off. Those invoices have no client and no due date, and they are settled internally rather than paid.
Tips
- Read the approved quotation before you generate: the invoice copies it exactly, and there is no screen for editing invoice lines.
- There is no screen for a manual invoice. For work that has no ticket, ask operations to raise one so it can be quoted, approved and invoiced.
Frequently asked questions
- Why isn't my ticket on the New invoice list?
- Only tickets at Client approved are listed. If the client hasn't signed off the completed work yet, or the ticket already has an invoice, it won't appear.
- Can I change a line or a price on the invoice?
- No. The invoice is built from the approved quotation. You can void a wrong invoice, but the ticket cannot be invoiced again from the portal, so speak to your Super Admin before you void.
- Why is a new invoice already Paid?
- An advance or an on-site payment on the ticket covered the full amount, so it was applied as soon as the invoice was issued.
- What does the client receive?
- A notification that the invoice is ready. In the portal they can open it, download the bilingual PDF and pay online.
Still stuck?
Our team can look at your request or account with you.