We use ServiceDesk to receive issues from our customers, some of this work is required to be charged out like a fee for service system.
I was wondering if anyone else is in this situation and has figured out a clean solution to providing a customer with a quote for work they can accept to progress the ticket?
In an ideal world we would have this integrated to Xero for actually generating real quotes but small steps....
Welcome to the community!
The only solution I'm aware of for invoicing via JSD cloud is Tempo Connect to Quickbooks
If you're looking for a low-tech/low-cost solution though, here's the best I could come up with at 10pm without coffee:
Create a status for items pending invoicing/approval [Pending Approval]
Create a custom field for something like 'invoice paid' that someone working the desk could fill out with a date when the customer completed a pdf/SOW/etc and returned it via attachment.
Create one transition OUT of that status that can only be completed with a validator step of the invoice being completed.
Workflow goes like this:
Customer submits a request that requires approval
Your team drafts an invoice - sends as an attachment to the customer and moves the issue to the pending approval status
Customer returns the signed/paid invoice and the help desk agent fills in the paid/received custom field and transitions back into your normal workflow.
Hope this helped at least get you in the right direction. In the future, if you're looking to trigger invoicing events across multiple platforms, I'd recommend Zapier. This is what I use to listen for triggers in different applications that may not have integrations.
Thanks Meg - Ive been here for years, but with a different account :)
Unfortunately we don't have Quickbooks but I was thinking along the same lines using an approval process in the workflow, started to map something out that might work late yesterday including a custom field where we can enter a price that gets sent to the customer to approve/decline.
I can put some text in an email that gets sent with the price, doesn't matter so much that it isnt an official quote at that point but it does provide us client confirmation they are aware there is going to be a charge we can then manually follow that up with a quote etc.
I checked all the usual interconnect sites, zapier etc. but their integration into Xero is quite limited unfortunately!
Well then, welcome back on a different account :)
It's too bad the xero/jira integration on Zapier wouldn't work for you, thought for sure there would be enough in there to get you to a workable solution.
If you're not concerned about having a formal estimate, it sounds like your ideas will work great with an approval process.
Best of luck!
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