How do technicians book time without catching up later?
Technicians book without catching up later when they record every piece of time right after the job in the ticket or on the sales order, and book work, travel and goodwill separately from the start. In weclapp, the pricing page lists project management with a service report (Leistungsnachweis) from the ERP Dienstleistung package (weclapp list price, as of October 2026: €86 per user and month with annual billing); the Helpdesk add-on costs €55 per month per person (all prices net, weclapp list price, as of October 2026).
We show this using an invented day of Nora, a technician at an IT system house, with three jobs. The setup is our own practice from implementations at IT system houses, not weclapp documentation. It's about time that you prove to customers. Time tracking for your employees' working hours is a separate function in weclapp and not the topic of this article. The whole process model is on the overview page for IT system houses.
08:30, job 1: remote ticket for a customer with a quota
A customer reports by email that the printer no longer prints. The ticket is created from the email. weclapp identifies the customer via the sender address, not reliably for free-mail addresses or the same domain across several companies. Nora solves the problem via remote access. After 25 minutes she clicks “Record time” (Zeit erfassen) in the ticket, enters the duration and selects article and service location. That was the whole process, right after the job and not on Friday evening.
This customer has an hour quota. In the booking report there is the field “Service quota” (Dienstleistungskontingent) for this. It takes times that match the customer, period and service of the quota. Nora therefore selects the article that the quota covers, and then the quota. This time is attached to no order task and isn't billed again individually, because the quota was billed separately. weclapp allows overbooking; additional effort is billed extra according to weclapp. A quota ends with its period. Whether unused hours expire contractually is governed by your contract with the customer. This does not replace legal advice. How a contract creates the quota anew every month is shown in Billing maintenance contracts recurringly.
10:30, job 2: on-site appointment with travel
At another customer without a quota, Nora replaces a switch. This customer's ticket is linked to their project order, so the times go to tasks of this order. How linking and billing work in detail is in Ticket, time and invoice in the helpdesk.
Three bookings arise here: 35 minutes of work as billable time, 20 minutes of travel with the travel time article and 15 minutes of goodwill because the customer has another question about the Wi-Fi after the replacement. Nora books the goodwill as non-billable time at €0. As service location she selects on-site. How you create the tasks for travel depends on your setup.
14:00, job 3: project work in the afternoon
In the afternoon, Nora sets up a server for an ongoing project. There is no ticket, but it is paid work. She books the time to the service task in the project order of the customer from job 2. In our setup, every customer has a project order that stays open throughout the year. For customers without a quota, ticket time and project time thus land in the same order, and nobody merges them from two pots at month end. For customers with a quota, ticket time counts against the quota.
Where each booking goes
| Job (fictional) | Where booked | Item | Ends up in |
|---|---|---|---|
| 08:30 remote ticket, 25 minutes, customer with quota | On the ticket via “Record time”, quota selected | Counts against the quota, not billed individually | The customer's quota; on the service report only if “Print quota table” (Tabelle der Kontingente andrucken) is active |
| 10:30 on-site, 35 minutes of work | On the ticket, to a task of the linked order | Billable | Task in the linked project order |
| 10:30 travel, 20 minutes | Travel time article | Travel time (billable or €0 depending on agreement) | Project order, separate from the work in the booking report |
| 10:30 goodwill, 15 minutes | To a task of the linked order | Non-billable (€0) | Project order; whether it appears on the service report you decide per customer |
| 14:00 project work | Service task in the project order | Billable | Project order and the period's service report |
Travel time and goodwill: record first, decide later
We book everything, including time that nobody pays for. The dedicated travel time article makes sure that travel appears in the report separate from the work and doesn't stay in someone's head. Whether you charge for it is governed by the agreement with the customer. For goodwill, before the first run you decide whether the customer should see it on the service report. That depends on how you create the item, and you determine that per customer. Anyone who books only billable time never sees how much goodwill a contract costs.
Time booking via chat with wals.pro AI 4 weclapp
After the appointment, Nora is still at the customer's before she drives off. With wals.pro AI 4 weclapp she also books time via chat: “Book 30 minutes on ticket 123.” The AI shows a preview, Nora approves, the booking is written and logged. The AI never writes without asking: preview, approval, log. The approval applies only to exactly this booking and only once. You create the goodwill item in weclapp; the AI books the time to the target you name. More on the page wals.pro AI 4 weclapp. You confirm several jobs booking by booking, there is currently no bulk booking in one step.
Two things you need to know. The AI books to exactly one target: ticket, order or task, on request against a service quota. Only an order has to be confirmed for this. And billable time needs an item that is billed by effort, otherwise weclapp rejects the booking.
In our own helpdesk, an AI agent works like this: read ticket, pull the customer's context, reply draft and time booking in the same pass, a human gives the approval.
On the pricing logic of wals.pro AI: getting started is free permanently, without credits. Until 31.12.2026 all features are free, after that there are paid tiers by scope.
Catching up at month end: where it gets stuck
Two pots are the most common reason for catching up: ticket time on the ticket, project time in the project (our experience from implementations). Where catching up causes us trouble:
- Two pots. For customers without a quota, ticket time sits on the ticket and project time in the project. Without a shared project order, someone merges both by hand.
- Rounding in the booking report. They only become noticeable when the customer asks.
And where it gets stuck on rollout: the first billing month. The setup has to be uniform once: the same articles, the same linking, the same rule. After that, booking after the job becomes routine.
When this doesn't fit
- You need dispatch planning with a planning board or scheduling. weclapp plans tasks via service planning on the ticket and shows resource utilization. We did not find a scheduling of technicians' jobs with a planning board. Whether the existing planning is enough for you, you check in the trial phase.
- You need remote monitoring or a device master with contract reference. We did not find either in weclapp. Time tracking doesn't replace a monitoring tool (RMM).
- Your technicians should book time only on a smartphone. weclapp mentions a mobile app in which you can view and edit tickets. Whether time can be booked there too, you check in the trial phase with your technicians.
- Your technicians work without a ticket and without an order. Without a service task, a piece of time has no target. For that you first clarify orders and articles.
- You don't yet have a fixed rule for what is billable. You need it before you introduce the setup. Booking alone doesn't solve that.
FAQ
Do technicians have to book every piece of time immediately? Yes, that's the basic rule. The shorter the gap between work and booking, the less is rounded or forgotten. In practice this means: right after the job, click “Record time” in the ticket and enter the duration. Goodwill and travel belong to it too, with their own item, so that the report stays honest and the service report is correct.
How do I book travel time in weclapp? As a separate article that technicians book for travel. That way travel appears separately from the work in the booking report. Whether you charge for it, you decide per customer: the article can be billable or run along at €0. This is our practice from implementations at IT system houses, not a defined weclapp function.
What is the service task? It is the unit to which a time booking is attached, either on the ticket or on a service item in the order. Since release 22.09.1, in the new logic every booking report has a task behind it. It is the default for new customers; in older tenants you check the setting “Time & material (obsolete)” (Zeit & Material (veraltet)) on the ticket. A ticket can be linked to an order if the old logic is off, it has no tasks and isn't billed. After that you book to tasks of the order.
Can I book time via chat? Yes, with wals.pro AI, with preview and approval. The AI proposes the booking, you approve it, it is logged. It books to exactly one target: ticket, order or task, on request against a service quota. Only an order has to be confirmed for this. For billable time the item needs billing by effort. The AI never writes without asking.
Does weclapp plan my technicians' jobs? We did not find scheduling with a planning board in the documentation. weclapp plans tasks via service planning on the ticket, resource utilization is available in ERP Dienstleistung. weclapp covers time tracking, tickets, orders and service report. Whether the planning is enough for your jobs is shown by a test with your technicians. Talk to us if you want to know how other IT system houses complement it.
Sources and review date
Figures checked on 11.10.2026. All prices net per user and month. The technician's day is an invented example, not a customer and not a measurement. Setup, travel time article, two items and a project order per customer are wals.pro practice from implementations at IT system houses and not a weclapp document.
- weclapp, prices: https://www.weclapp.com/de/preise/ (read 11.10.2026)
- weclapp, helpdesk: https://www.weclapp.com/de/helpdesk/ (read 11.10.2026)
- weclapp knowledge base, ticket billing: https://doc.weclapp.com/knowledgebase/wie-funktioniert-die-ticketabrechnung/ and tickets via orders: https://doc.weclapp.com/knowledgebase/wie-koennen-tickets-ueber-auftraege-abgerechnet-werden/ (read 11.10.2026)
- weclapp knowledge base, quota: https://doc.weclapp.com/knowledgebase/wie-kann-ein-kontingent-angelegt-werden/ and https://doc.weclapp.com/knowledgebase/wie-verwende-ich-das-dienstleistungskontingent/ (read 11.10.2026)
- weclapp knowledge base, customer recognition: https://doc.weclapp.com/knowledgebase/wie-erfolgt-die-kundenerkennung-bei-mail2ticket/ (read 11.10.2026)
- Search run on weclapp.com and doc.weclapp.com, 11.10.2026
- wals.pro practice from implementations at IT system houses (not a weclapp document)
- wals.pro AI 4 weclapp, feature documentation, checked on 11.10.2026
- Role: wals.pro is a weclapp partner. The prices come from the public price list, not from brokered terms.
Next step
Want to set up time booking like this in your helpdesk? Bring a typical technician's day. We'll go through tickets, travel time and quota with you.