When a client queries a charge on an invoice then a “Support ticket” is created within GoDesta.
To create a support ticket the user clicks the 3 horizontal lines in the top left of the screen then selects “Support” and then “Create Ticket”.
The user will need to complete the details relating to the client’s query.
- Ticket Type – “Client Invoice dispute” Vs “Subcontractor Pay Dispute” (Will be explained under Subcontractor Pay dispute)
- Associated Jobs – Specify the Jobs that the clients query relates to.
- Issue Description – Summary of the client’s query of charges.
Supporting Evidence
- Upload any supporting documents or images regarding the client’s claim.
Click the “Save” Button to complete the ticket creation process.
The Created Support ticket will appear similar to the one below.
An email notification will be sent to the relevant operations team requesting an investigation.
Finding a Support Ticket
To find a support ticket the user clicks the 3 horizontal lines in the top left of the screen then selects “Support” and then” Search Support Tickets”.
- Search Parameters
- Ticket ID
- Ticket Status – Investigating, on Hold, Resolved / Cancelled
- Reported By
- Job Number
- Start Date & End Date
- After all search parameters have been entered select the “Search” button to bring up search results
Adding Comments to Support Ticket
- Select “Add Comment” on the bottom left of the Ticket Screen.
- Add required information and supporting Documents then select the “Confirm” button.
- An update will appear on the ticket within the “Activity” section.
- Email Notifications will be sent to Ticket Creator and Watchers
Create Invoice Adjustment
- To Create an Invoice adjustment the user clicks the three vertical dots on the top left of the ticket then select “Create New Invoice Adjustment”.
- Select the Adjustment type.
- Client and Subcontractor
- Client Only
- Subcontractor Only
Note: After “Adjustment type” has been selected, the screen will change to display that adjustment type
Client and Subcontractor
Note: The Client & Subcontractor adjustments are displayed side by side for easier entry of information and are saved once all details have been entered the “Save 2 Adjustments” button will become active.
Client Only
Note: When the adjustment is only relevant to the client then” Client Only” is selected. Once all details have been entered select the “Save Adjustment” button
Subcontractor Only
Note: When the adjustment is only relevant to the subcontractor then” Subcontractor Only” is selected. Once all details have been entered select the “Save Adjustment” button
Client Adjustment
The Client Adjustment is broken down into the following sections.
Adjustment Details
Required Fields:
- Select A Client - Select the client account the adjustment relates to.
- Reason for Adjustment – Brief description of reason for adjustment
- Matching Subcontractor Adjustment – Reason why there is not a corresponding subcontractor adjustment.
Related Job(s)
- Is this Adjustment related to a Job – if yes is selected the option to select the associated jobs is displayed
- Once a Job has been selected then options for adjustments based on selected job is displayed.
- Freight Adjustment Type
- Base Freight
- Job Duration
- Rate
- Fuel Adjustment
- Fuel Levy - $
- Fuel Levy - %
- Additional Adjustments
- GST
- Standby Charges
- Demurrage
- Tolls
- Outside Metro
- Custom Charge
- If the adjustment is not related to a job, when the user selects “No” the option to create a custom adjustment is displayed.
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- Increase Charge / Decrease Charge
Supporting Evidence
- The user can add any additional notes relating to the reason for the adjustment and also upload in supporting documentation that would assist the users who are responsible to approve or reject the adjustment.
Confirming Adjustment Amount
- The final step prior to being able to submit the Adjustment is confirming the adjustment amount.
- One the Tick Box has been filled the “Save Adjustment” Button becomes active.
Adjustment Approval
Once an adjustment has been submitted for approval an email notification will be sent to all approvers.
To approve / reject invoice adjustments the user clicks the 3 horizontal lines in the top left of the screen then selects “Invoice Adjustment” and then “View Active Adjustments”.
- Two Levels of Approval are required for each Adjustment.
- Use the “Reject” or “Approve ” options on the bottom of the adjustment screen.
- Enter in comments and any required supporting documents then click the “confirm” button to approve.
- Once approved by one of the approvers the Invoice adjustment will go into a Part Approved status until the 2nd level of approval is completed.
Head Office Approval
Head Office user is presented the “Part Approved” Invoice Adjustment for Approval
- Use the “Reject” or “Approve ” options on the bottom of the adjustment screen.
- Enter in comments and any required supporting documents then click the “confirm” button to approve.
Pending Finalisation
- Enter the due date – date of the transaction.
- Confirm Invoice Date – Date that will appear on the Adjustment Note that is sent to the client.
- Check all other details if all correct Select “Confirm Dates” or “Send back” if anything details need to be corrected.
Confirm Dates
- Mark ticket as “Ready to send”.
Send Back
- Mark ticket as “Requires Work”.
- Add additional email recipients.
- Use the Download button to get a preview of the Adjustment report which will be sent.
- Select “Revise Charges” to make any last changes or Select “Confirm and Send” to Complete process and send out Adjustment Report to Client.
- Select Confirm to Mark ticket as “Finalised”.
- Ability to Mark support Ticket as “Resolved”.
Example Adjustment Note
Subcontractor Pay Adjustment
When a Subcontractor queries a Payment on their RCTI then a “Support ticket” is created within GoDesta.
To create a support ticket the user clicks the 3 horizontal lines in the top left of the screen then selects “Support” and then “Create Ticket”.
The user will need to complete the details relating to the Subcontractors query.
- Ticket Type – “Subcontractor Pay Dispute”
- Associated Jobs – Specify the Jobs that the clients query relates to.
- Issue Description – Summary of the Subcontractors’ query of Payments.
Supporting Evidence
- Upload any supporting documents or images regarding the Subcontractors’ claim.
- Click the “Save” Button to complete the ticket creation process.
Create Invoice Adjustment
- To Create an Invoice adjustment the user clicks the three vertical dots on the top left of the ticket then select “Create New Invoice Adjustment”.
- Select the Adjustment type.
- Client and Subcontractor
- Client Only
- Subcontractor Only
Subcontractor Adjustment
The Subcontractor Adjustment is broken down into the following sections.
Adjustment Details
Required Fields:
- Select A Fleet Asset - Select the Fleet Asset the adjustment relates to.
- Reason for Adjustment – Brief description of reason for adjustment.
- Matching Client Adjustment – Reason why there is not a corresponding Client Adjustment.
- Once a fleet asset has been selected the field “Report type” will be displayed
- Report Type
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- Recipient Created - Adjustment related to an existing Recipient Created charge (ie RCTI). The resulting PDF document will be a Recipient Created Adjustment Note (Invoice or Credit Note).
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- Invoice / Credit Note - The resulting PDF document will either an Invoice or Credit Note depending on the adjustment value.
Related Job(s)
- Is this Adjustment related to a Job – if yes is selected the option to select the associated jobs is displayed
- Once a Job has been selected then options for adjustments based on selected job is displayed.
- Freight Adjustment Type
- Base Freight
- Job Duration
- Rate
- Fuel Adjustment
- Fuel Levy - $
- Fuel Levy - %
- Additional Adjustments
- GST
- Standby Charges
- Demurrage
- Tolls
- Outside Metro
- Custom Charge
- If the adjustment is not related to a job, when the user selects “No” the option to create a custom adjustment is displayed.
- Increase Charge / Decrease Charge - when “Recipient Created” Report type is selected.
-
- Invoice /Credit Note - when “Invoice / Credit Note” Report type is selected.
Supporting Evidence
- The user can add any additional notes relating to the reason for the adjustment and also upload in supporting documentation that would assist the users who are responsible to approve or reject the adjustment.
Confirming Adjustment Amount
- The final step prior to being able to submit the Adjustment is confirming the adjustment amount.
- One the Tick Box has been filled the “Save Adjustment” Button becomes active.
Adjustment Approval
The approval process follows the same process as the client approval process.