Fixed rates for labor


Is it possible to set a fixed rate for logging labor hours? At our company, if we de a job for 20 minutes, clients are charged 30 minutes. Or if we work 50 minutes, they’re charged an hour. But when we log the time as such, the rate is calculated differently. Wich is normal of course, but we would like to change this. I have not found a setting for this and it would be really convenient to have this.

There is not, at least not in the way you are describing. There is a setting in the Admin Settings > Ticket Preferences > Advanced called “Ticket Timer - Round UP to number of minutes.” So if it’s 15 minutes you’d always bill in 15, 30, 45 or 60 minute increments basically.

We are looking at having minimum charges for certain labor types. For example, if you have an on-site labor type you might make that a minimum of 60 minutes. So entering 15 minutes would fail validation and require you enter a minimum of 60 minutes there as well.

All of that said, it sounds like the rounding mechanic would solve your issue, right?

I like this.
However can it please be contract dependant?

For example, our current practice is.
Non-contract customers are charged for the first hour as a minium for onsite work, and in 30 minute increments after that.
Contract customers gain the benefit of being charged in 30 minute increments from the beginning of the onsite work.

Well I think it makes more sense being labor-type dependent for a few reasons:

1.) This allows you to have the same “rules” apply to every single contract, while using labor-type overrides on contracts so you can have differing rates off the same labor product (e.g. “Contract Labor”)

2.) It’s easier to setup if you run a hybrid MSP like you are describing. So all break/fix work can be handled without contract considerations

In your scenario, I believe all you’d need to do is have a “Break/Fix Labor” item that follows your hour minimum and 30 minute increment rule, and then a “Contract Labor” item that follows your 30 minute minimum, 30 minute increment rule.

Here is what I was thinking in how this would work. This would likely be in the Admin Settings under the Tickets header. Let me know if you think this would work for the way you described your use case:


Thanks @Andy , I think that would work too.

Ok cool. This should award folks quite a bit of flexibility overall that they don’t have today.

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Sorry if i’m in the wrong spot, but this also needs “grace periods.” For example, we bill in one-hour increments, but to be fair to our customers, one hour and 15 minutes is an hour, but one hour 16 minutes is two hours.

I don’t think this would be possible here. This sets the minimum required billable time, and the minimum increments of time that can be billed for each labor type. Grace periods aren’t a super common practice, so the vast majority of folks would just bill that (75 minutes) out at 1.25 hours.

I made a note and I’ll track it to see if anyone else asks for anything similar.

Understood…we’ve been doing grace periods “in our head” or “at our discretion” for years, so it’s not that hard to do moving forward. We could also consider billing quarter hours.


Yeah we always used to have our techs do this as well at their discretion. It’s hard to handle this “officially,” but quarter-hour increments or even half-hour increments would probably work just as well.

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This is what I do, as a 1-guy shop. If it’s trivial and not abused, then you’re not billed. Would be hard to codify I’m sure. Doubtful they’d want to have a “how hard actually was this ticket” field to perform maths on. :sweat_smile:

I came here searching for exactly this. Is this in the pipe?

It is, actually. Check a few posts above I describe how it will work.

Yep, I read the entire thread. It’s a workable solution, not perfect but it is a start.

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What do you feel is missing?

I probably misspoke. I’m coming from Autotask where there is such granularity in everything. I like the simplicity of Syncro. It doesn’t need to be a beast and I hope it doesn’t become one. I’m still going through my setup and testing. I’m sure there is much more functionality I haven’t seen yet to make my transition easier.

Is there an eta when this will be added?

No, it got pushed for other priorities but I just checked, and it’s still planned to be worked. No eta.

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