When you want to add a time entry to a ticket (and you are not using a customer contract for billing purposes) you need to select a rate so that the system knows what to bill the customer.
Service Desk allows you to use a standard rate or you can create your own custom rate card which can contain multiple time rates for use when time-billing your customers. You can also specify which customers can use these rates.
For example, you may want to create a rate card containing different rates depending on the day and time work is done on a ticket. To cover all eventualities you may want to create a rate for each of the following:
- Normal business hours - 9am to 5pm
- Out of Hours - 5pm - 9am
- Public holidays - rate applied for work done in public holidays
- Travel - rate applied for travelling to a customer site
For details of how to create a custom rate card, see Creating a Custom Rate Card.