We offer IT services and would like to use Dolibar and especially the ticket system.
We often process several tickets from one customer per day.
Our process would be:
-customer calls/mails → ticket is opened
-ticket is processed → time is recorded (there is the possibility with interventions or tasks/project? Is it possible to add services or goods directly here?)
-as soon as done → ticket closed
-create invoice → if possible from the many individual tickets/interventions for the same customer one big invoice (is that possible if yes how?)
Do you use this or similar productive if so how are your processes?
have you implemented another ticketsystem?
It can be a bit tricky, but you can try the following:
Create a Project for the customer
Set an hourly rate for internal users that will interact with the tickets
Once a ticket is closed, a “Task” can be added to the project with a time used for the task. In the description, you may enter the ticket number as a reference
then you can bill multiple tasks that belong to the same project into one invoice.
Initially, it will be a bit slow and involve a lot of clicking but I think that with a third-party module a lot of this can be automated and reduced to a one-click button once the ticket is closed.
Another (also currently not too easy) option can be to create an intervention from the ticket (there is a button for this), convert it into a proposal, create an (accepted) customer order from the proposal and finally combine all customer orders into one invoice (by selecting them from the list of orders and choosing the respective field to combine them per third party into one invoice).
It would be a good idea to directly create customer orders from tickets, but this is not yet available. Like @milenmk said, potentially a custom module could solve this.
