How to set up billable tickets

For the office

Updated October 9, 2026

Billable tickets let your team mark each resolved ticket as Billable or No charge. In WorkxPro the choice is made when the ticket is resolved, in the app or the web portal. Every billable ticket then lands in Tickets, Billing, To bill, grouped by customer. Bill it in your accounting system, then click Mark billed so it leaves the list.

Pick Billable or No charge when you resolve a ticket

Open the ticket and click Resolve. Choose Billable or No charge, add a note if you like, then click Resolve. The choice is required, so no ticket closes without one.

Resolve ticket window asking Is this ticket billable?, with Billable selected next to No charge and a red box around both choices

Your techs choose it in the app too

Resolving a ticket on the phone asks the same question: No charge or Billable. If the ticket has no customer yet, picking Billable asks for one first.

Mobile app prompt Resolve this ticket? asking Is this ticket billable to the customer?, with No charge and Billable boxed in red above Cancel

Change it on the ticket

The Billing line in the ticket details shows Billable, No charge or Not decided. Change it any time until the ticket is billed. You can also set it before the ticket is resolved.

Ticket details panel with customer, contact, phone, assignee, priority and a Billing dropdown set to Billable, boxed in red

Find everything to invoice on the Billing tab

Go to Tickets, then Billing. To bill lists every billable ticket that has not been invoiced yet, grouped by customer. Use Day, Week, Month or All to match how often you bill, and Export CSV to take the list into your accounting system.

Tickets page with the Billing tab and the To bill list boxed in red, a Day, Week, Month and All switch, Export CSV, and one billable ticket under Corydon Avenue Bistro

Mark them billed once they are invoiced

Bill the tickets in your accounting system. Then tick them in To bill and click Mark billed. They move to the Billed list, so To bill only shows what is left.

To bill list with one ticket ticked and the Mark billed button boxed in red, next to No charge, Not decided and Clear

Add your invoice number

The reference is optional. Type your invoice number so you can match the ticket to the invoice later. Marked one by mistake? Open Billed, tick it and click Undo billed.

Mark billed window with a Reference field reading INV-1042 and the Mark billed button boxed in red

Sort out older tickets

Tickets resolved before billing was set up wait in Not decided. Tick them and click Billable or No charge. A ticket with no customer needs one before it can be billable.

Not decided list with tickets grouped by customer, two of them ticked, the Billable and No charge buttons boxed in red, and a No customer group at the bottom

Mark customers on a support contract or warranty

Edit the customer and set Coverage to Support contract or Warranty, with an end date if it has one. Their tickets show the coverage, and resolving one suggests No charge.

Customer form with Coverage set to Support contract and boxed in red, next to Covered until set to 2027-03-31

Common questions

What is a billable ticket?

A ticket the customer pays for. When a ticket is resolved it is marked Billable or No charge, so the office knows exactly which ones to invoice.

Does WorkxPro create the invoice?

No. The Billing tab lists the tickets to invoice. You bill them in your own accounting system, then mark them billed in WorkxPro. You can add your invoice number as a reference.

What if a ticket has no customer?

A billable ticket needs a customer to bill. If someone picks Billable on a ticket without one, WorkxPro asks them to attach a customer first. You can attach one on a resolved ticket too, right up until it is billed.

What happens to tickets closed before billing was set up?

They wait in the Not decided list on the Billing tab. Tick them and choose Billable or No charge, a few at a time or all at once.

Can I undo Mark billed?

Yes. Open the Billed list, tick the ticket and click Undo billed. It goes back to To bill and its reference is cleared.

How do support contracts and warranties work?

Set Coverage on the customer to Support contract or Warranty, with an end date if it has one. Tickets for that customer show the coverage, and resolving one suggests No charge. Your team can still pick Billable.

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