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Helpdesk and billing for IT service providers and MSPs

How do I connect helpdesk, time tracking and invoicing in an IT service company?

You connect them in one chain: mail-to-ticket creates the ticket, time is booked on the ticket, and the invoice comes from the ticket or a linked sales order. weclapp provides the ticket, time and billing; linking to the sales order via a flow and the monthly routine are our practice from onboarding IT service providers. For this you calculate with ERP Services at €86 per user and month with annual billing, plus the Helpdesk add-on at €55 per person and month (weclapp list price, as of October 2026).

This is a subpage of ERP and helpdesk for IT service providers.

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Where time and invoices get lost

When onboarding IT service providers, we see that at the start of the month, times and tickets are gathered by hand before invoices are created. The loss happens at the handovers between mail, time and invoice. Each section states what is a weclapp feature and what is our practice.

From mail to ticket: customer matching

The helpdesk creates tickets from mails to defined addresses (mail-to-ticket), plus web-to-ticket, a customer portal and a mobile app for tickets (according to the product page).

weclapp matches the customer via the sender address: first via the exact address on the contact, then via the domain. For free-mail senders, weclapp usually does not recognize a customer. If several companies share the same domain, no match takes place. Maintain contacts before you start and check tickets without a customer daily, because they lack a sales order and a contract SLA.

Booking and billing time: two routes

You book on the ticket via “Record time”, with duration, item and place of service. This creates a service task on the ticket, to which the booking is attached. Two routes lead to the invoice:

  • Directly from the ticket: service report, then invoice, also collectively for several tickets.
  • Via a sales order: You link the ticket to a sales order, after which the times go onto its tasks.

“Link to sales order” only works in the interface as long as no task is attached to the ticket yet and nothing has been billed. The customer can no longer be changed afterwards either. With the old logic “Time & material (deprecated)” it does not work at all.

For customers without a quota, we take the second route. In our practice, a webhook flow (n8n or Power Automate) links new tickets from these customers to their project sales order. Tickets from customers with a quota stay unlinked, because a booking goes either to the quota or to a sales order task, never to both; the flow checks the customer for this. This is our construction, not a switch in weclapp, and a small project with error paths. Also check the helpdesk setting “Create default task for ticket” in your tenant: if weclapp already creates a task when the ticket is created, the ticket can no longer be linked. In the sales order we create two line items: billable and €0. Internal follow-up work goes on the €0 line item; whether it appears as a line in the service report depends on your templates. Test this beforehand.

Hour quota: the example

If the customer has a quota, you book via the “Service quota” field in the booking report, not on a sales order. The quota is an item on a sales order and is usually billed in advance; the bookings against it are not individually billable again.

Example (fictional): A customer has a quota of 10 hours per month. A ticket “Printer in the office does not print” takes 45 minutes of remote work, booked against the quota. 9 hours 15 minutes remain. At the end of the month, 11 hours 30 minutes are booked against it: 1 hour 30 minutes is overage. Extra hours arise as an overbooking of the quota or as times on the sales order, never both for the same booking; which variant applies, you check in your tenant. In a test via the API (sandbox, as of 11.10.2026), bookings against the quota appeared in the service report but not on the invoice. You will therefore probably bill the 1 hour 30 minutes of overage yourself, for example via the sales order. You create the service report for quota times on the quota's detail page; it can print the quota balance.

weclapp lets unused effort expire at the end of the period. Whether hours may expire toward your customer is governed by your contract. This does not replace legal advice. We use the monthly reset via contract as a practice, see How do I bill maintenance contracts, licenses and managed services on a recurring basis?. A day on site with travel time and a €0 booking is shown in How do technicians book time without catching up later?.

From ticket to invoice: the chain at a glance

SchrittWas passiertWer oder WerkzeugErgebnis
1. Mail kommt anTicket entsteht, Absenderadresse ordnet den Kunden zuweclapp HelpdeskTicket mit Kunde
2. Auftrag verknüpfen (optional)Von Hand oder per Flow ans Projektweclapp, optional n8n oder Power AutomateTicket mit Auftrag
3. Arbeiten und buchen„Zeit erfassen“ mit Dauer, Artikel, LeistungsortTechniker:inBuchung an der Dienstleistungsaufgabe
4. Position wählenAuftrag: abrechenbar oder 0 €. Kontingent: KontingentfeldTechniker:inKontingent sinkt, alle Zeit erfasst
5. MonatsendeMassenaktion, optional Flow mit Regeln je Kundeweclapp, optional FlowLeistungsnachweise je Kunde
6. RechnungAus dem Ticket oder aus dem AuftragAdministrationRechnung
7. KI (optional)Ticket lesen, Antwort entwerfen, Zeit mit Vorschau buchenwals.pro AI 4 weclapp, Mensch gibt freiBuchung mit Protokoll

Month end, service report and invoice

Without a flow of your own, it works like this: in the ticket overview you select the month's tickets, create the service reports via bulk action (one per customer if you wish) and then the invoices. In addition, we set up the rule beforehand: define once per customer what gets billed. This is our practice, not a weclapp feature.

Customers with a fixed fee get a service report from us so that you can see the effort. You clear a document for €0 with your tax advisor. This does not replace tax advice.

Where it gets stuck: The first billing month reveals gaps. Ticket time and project time have to come together. You reconcile rounding in the booking report with your customer contracts before the first run.

SLA in the ticket: what weclapp can do and what stays open

In the helpdesk you create SLAs with assignment, response and resolution times, per priority, with a working-time profile. When a target expires, the ticket escalates, and the assignee can be notified by escalation email (with an active mail template). An SLA stored on the contract gets into the ticket by hand or via automatic contract check, if the customer clearly has a valid contract with an SLA. Multi-level escalation chains and a ready-made SLA report are not described in the weclapp documentation (as of 11.10.2026); we plan without them. The helpdesk also measures assignment, processing and resolution times and offers standard reports (according to weclapp's helpdesk page).

Which package do you need?

In weclapp's feature table, service reports are listed under ERP Services and ERP Trade; the Helpdesk and Contract Management add-ons can be added. We therefore calculate with ERP Services. ERP Starter cannot be combined. weclapp list price, as of October 2026, net: €86 per user and month with annual billing, €95 with monthly billing, Helpdesk add-on €55 per person and month.

We calculate €86 for everyone who works in weclapp, and the €55 Helpdesk add-on for each person who handles tickets. Whether technicians can also get by with a single license, we leave open; the calculation scheme assumes the full package. From more than 10 licenses, weclapp creates an individual quote. For the monthly reset via contract, the Contract Management add-on (€55 per person and month) is added, see How do I bill maintenance contracts, licenses and managed services on a recurring basis?.

AI on the ticket: read, draft, book with approval

wals.pro AI 4 weclapp reads tickets (by status, priority, customer, assignee), creates tickets, sets status, assignment and priority, and writes comments as a customer reply or internal note. It handles tickets one at a time, each change with its own preview and approval, with the permissions of the API key user.

It books time to exactly one target: ticket, sales order or task, against a service quota if you wish. Only for a sales order does it have to be confirmed. Billable time needs a line item with billing by effort.

Our own helpdesk runs with an AI agent: read the ticket, pull customer context, draft a reply, prepare time, and a human approves. This is how we work, not a promise for your operation. The AI never writes unprompted: preview, approval, log, with a payload-bound one-time approval via SHA-256 (technology: wals.pro AI 4 weclapp). Getting started is free permanently, there are no credits, all features are free until 31.12.2026, after that there are paid tiers based on scope. Processing runs with EU hosting. What fits you after 31.12.2026 depending on scope, we will discuss on the call.

Placing PSA and monitoring

PSA stands for Professional Services Automation, the industry tool for tickets, time and billing. weclapp covers the commercial chain behind it, but does not replace a monitoring tool (RMM). All gaps at a glance: Which ERP covers contracts, tickets, time and invoices for an IT service company or an MSP?.

Key figures at a glance

45 min
Example ticket, booked against the quota (fictional example)
9 h 15 min
Remaining quota after the ticket (fictional example)
€86
ERP Services per user and month, annual billing (weclapp list price, as of October 2026)
€55
Helpdesk add-on per person and month (weclapp list price, as of October 2026)

Source: weclapp, pricing, net list price, as of October 2026. The example with ticket and quota is fictional.

Setup checklist

Icon: contacts

Maintain contacts

Email addresses and domains on the customer.

Icon: checklist

Check the logic

“Time & material (deprecated)” must not be set.

Icon: link

Choose a route

Directly from the ticket or via the sales order, once per customer.

Icon: rulebook

Write down the rules

What gets billed at month end is decided beforehand.

When is this not a fit?

A fit

  • You want tickets, time and invoices in one commercial system.
  • You bill quotas, extra hours and fixed fees.
  • You run a flow or have one built; without a flow you link by hand.
  • Du willst eine Kette, die wir bei Systemhäusern schon eingerichtet haben und selbst im eigenen Helpdesk betreiben.

Not a fit

  • You need remote monitoring (RMM) in the same system.
  • You need a device inventory linked to contracts, or dispatch planning. Neither is described for weclapp (as of 11.10.2026).
  • Your contracts require multi-level escalation chains or a ready-made SLA report.
  • You want to book time on the go in the mobile app: weclapp's documentation only describes viewing and editing tickets there.

Frequently asked questions

Can weclapp automatically create tickets from emails?

Yes. The helpdesk offers mail-to-ticket for defined addresses, plus web-to-ticket and a customer portal. weclapp recognizes the customer via the sender address, first on the contact, then via the domain. For free-mail senders, weclapp usually does not recognize a customer; if several companies share the same domain, no match takes place. You check tickets without a customer daily, because otherwise they lack a sales order and a contract SLA.

How do I bill ticket time in weclapp?

You book the time on the ticket via “Record time”. This creates a service task on the ticket, to which the booking is attached. You can bill directly from the ticket: service report, then invoice, also collectively for several tickets. Alternatively, you link the ticket to a sales order and bill through that. We do this for customers without a quota, because the project sales order carries the times.

Which weclapp package do I need for ticket billing?

According to the feature table, service reports belong to ERP Services and ERP Trade, and the Helpdesk and Contract Management add-ons can be added. It follows that you should calculate with ERP Services (€86 per user and month with annual billing, weclapp list price, as of October 2026) plus the Helpdesk add-on at €55 per person and month.

How do hour quotas work?

A quota is created via a quota item in the sales order. You book time against it in the booking report via the “Service quota” field, not on a sales order. Overbooking is possible, and unused effort expires at the end of the period. Quota bookings can no longer be billed individually, because the quota is billed separately. Extra hours arise as overbooking or as times on the sales order, never both for the same booking. In the sandbox test (as of 11.10.2026), quota bookings appeared in the service report but not on the invoice; you will therefore probably bill extra hours yourself.

Does the weclapp helpdesk support SLAs and escalation?

Yes, at its core. You create SLAs with assignment, response and resolution times, with a working-time profile. When a target expires, the ticket escalates, and the assignee can be notified by escalation email (with an active mail template). An SLA stored on the contract gets into the ticket by hand or via automatic contract check. Multi-level escalation chains and a ready-made SLA report are not described in the weclapp documentation (as of 11.10.2026); we plan without them.

What can the AI do on a ticket?

wals.pro AI 4 weclapp reads tickets and customer context, drafts replies, sets status and books time. Everything that writes runs individually through preview, approval and log. The AI never writes unprompted. It books time to a ticket, sales order or task, against a quota if you wish, each booking with its own preview. Getting started is free permanently, without credits.

Can I bill several tickets collectively?

Yes. In the ticket overview you create service reports for all selected tickets via bulk action, either one per ticket or one per customer, and if you wish the invoices right away. This requires that the times are booked on service tasks on the ticket or the sales order. Which hours get billed, you define beforehand per customer; that is our practice, not a weclapp feature.

Want to build the chain from mail to invoice at your company?

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Sources and review date

Figures checked on 12.10.2026. All weclapp prices are net per month (weclapp list price, as of October 2026). The example with ticket and quota is fictional. Webhook flow, line items, monthly routine and monthly reset are wals.pro's own practice from onboarding IT service providers and not weclapp documentation.