Some customers have neither a prepaid hours pack nor time-based billing: you agree with them on an amount for a batch of handled tickets, billed once. MyZapp handles this with the Flat fee contract model. These screens are reserved to administrators and to the Billing team group.
Preparing the contract
On the support contract, click Edit and choose the Flat fee (amount per batch of tickets) model. The hourly rate is optional: a flat fee does not use it. A flat-fee contract has no balance: its page shows neither a balance nor packs, and the dashboard "Pack balance" tile does not list it.
Agents keep logging their time on the customer's tickets: it is counted outside packs and serves as a reference, not as a basis for the amount.
Billing at a flat fee
- On the contract page, click Bill.
- The page lists the tickets that can be billed: time logged on the contract, a billable status (closed by default), a billable type, and not billed yet. The time entered and counted for each ticket is shown for information.
- Select the tickets of the batch.
- Enter the flat-fee amount, in the contract currency. The label is optional: it is the invoice line (empty: "Support flat fee"). The customer order number is required when the contract or the settings require it.
- Click Bill at a flat fee.
The invoice is placed in the Billing documents to issue queue of invoicing, with a single line at the entered amount and the list of tickets as a comment. A double click never creates two invoices.
What happens to the tickets
The tickets of the batch are billed at a flat fee: they are no longer offered, neither at a flat fee nor by time, and their logged time can no longer be changed.
- Before it is issued, you can cancel the invoice from the Flat-fee invoices card of the contract, with a reason: once invoicing confirms the cancellation, the tickets can be billed again.
- Once issued, the invoice can no longer be canceled: it is credited by a credit note in invoicing. A credit note for the whole invoice releases its tickets; a partial credit note changes nothing.
What the customer sees
On the contract page, the Flat-fee invoices card shows the customer â the payer as well as the referent of the customer organization â the date, the label, the status, the number, the amount and the tickets included. Canceled invoices are not shown to them.
On each ticket concerned, the Related items section shows Billed at a flat fee, with the invoice number and its date. It disappears if the invoice is canceled or credited in full.
Through the API
The same operations exist in the support contracts API: GET /api/v1/support-contracts/{id}/billable-tickets for the tickets that can be billed, POST /api/v1/support-contracts/{id}/flat-fee-documents to bill, GET /api/v1/support-contracts/{id}/flat-fee-documents to read the flat-fee invoices and POST /api/v1/support-contracts/billing-documents/{documentId}/cancel to cancel.