We are brand new to Syncro. In our current PSA, we have Block Hours for Remote and Block Hours for Onsite. These have different rates and as such they deduct Prepaid hours differently. In our example, an onsite tech may go onsite for 8 hours per month and then additional onsites will be billed at an hourly rate.
However, the same client has 4 hours of Remote Support which are use or lose. This is at a discounted rate.
It looks like Syncro has only 1 variable in the Customer field to calculate Prepay hours. Is there any way to handle this situation in Synro where the Onsite Tech can deduct from their Prepay hours while the Remote techs deduct from a different prepay bucket?