{"id":36886,"date":"2026-06-05T07:47:41","date_gmt":"2026-06-05T07:47:41","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&p=36886"},"modified":"2026-06-10T11:41:54","modified_gmt":"2026-06-10T11:41:54","slug":"manage-customer-contracts-in-desk365","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/manage-customer-contracts-in-desk365\/","title":{"rendered":"Manage customer contracts in Desk365"},"content":{"rendered":"\t\t
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The Contracts module in Desk365 helps teams manage customer service agreements and track billable support usage more effectively. With support for Block Hours and Block Tickets contracts, organizations can\u00a0<\/span>monitor<\/span>\u00a0contract consumption directly from tickets, automate contract assignment workflows, and improve visibility into service delivery and billing.<\/span><\/span>\u00a0<\/span><\/p>

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Note: The Contracts module is currently available only for\u00a0<\/span>select<\/span>\u00a0customers as part of a limited availability\u00a0<\/span>rollout<\/span>.<\/span>\u00a0Interested in\u00a0<\/span>enabling it<\/span>\u00a0for<\/span>\u00a0your account? Drop us a note on\u00a0<\/span><\/span>help@desk365.io<\/span><\/span><\/a>\u00a0to get started.\u00a0<\/span>\u00a0<\/span><\/p><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Configuring Contracts:\u00a0<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Contracts can be created and managed from the\u00a0Settings\u00a0> Contracts tab.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Two types of Contracts are available\u00a0at this time:<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Block Hours Contracts<\/span>:<\/span> Block Hours contracts are contracts that have a\u00a0set number\u00a0of hours that are available to be\u00a0spent on tickets over the course of the contract.<\/span>\u00a0<\/span><\/p>

The contracts can be on a ‘Monthly’ cycle in which case the hours expire at the end of each month followed by a new\u00a0block of hours getting added at the start of\u00a0the next\u00a0month. You can also configure ‘rollover’ capability for these\u00a0contracts such that unused hours from the previous months are ‘rolled over’ to the next month.<\/span>\u00a0<\/span><\/p>

Block Tickets Contracts<\/span>:<\/span> Block Tickets contracts are contracts that have a\u00a0set number\u00a0of tickets that are available over the\u00a0course of the contract. These contracts can also be on a ‘Monthly’ cycle as well as on a ‘Contract Length’ cycle. There is\u00a0no ‘rollover’ ability for Block Tickets contracts.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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The Contract Details page provides all the details related to a Contract.\u00a0Below, you can see an example of\u00a0Block Hours Contract that\u00a0also has the rollover\u00a0option\u00a0enabled.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Hours Usage Report<\/span>:<\/span>\u00a0<\/span>This is a report that tabulates all the entries related to how the Contract\u2019s hours have been\u00a0utilized.\u00a0Since this particular\u00a0contract also has the rollover\u00a0option\u00a0enabled, it also includes details about rollover hours.\u00a0It includes a column for Late Entry Hours and Extra Used Hours.<\/span>\u00a0<\/span><\/p>

Late Entry Hours<\/span>: At the end of each month, the usage of hours is\u00a0finalized. Sometimes agents may need to work on\u00a0tickets from previous months. In those cases, the time spent on those tickets\u00a0are\u00a0reported under Late Entry Hours. These\u00a0are not part of the contract (either regular or rollover hours) and hence\u00a0have to\u00a0be accounted for outside of it.\u00a0One<\/span> o<\/span>ption\u00a0is to add a dummy entry (with consent from the customer) in the current month to account for it.<\/span>\u00a0<\/span><\/p>

Extra Used Hours<\/span>: After the ‘Total Available Hours’ in a month are exhausted, any more hours spent on tickets are\u00a0reported under <\/span><\/p>

Extra Used Hours<\/span>: These again are not accounted for in the contract and are extra hours spent on a customer. These too can be accounted using an offline or other mechanism.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Rollover Hours Report<\/span>:<\/span>\u00a0<\/span><\/p>

Any Contract Hours that are not\u00a0utilized\u00a0in a month get added to a Rollover Bank. Hours\u00a0from the bank are\u00a0utilized\u00a0in the\u00a0following manner:<\/span>\u00a0<\/span><\/p>

  1. First, hours are used from the current month\u2019s Contract Hours.<\/span><\/li>
  2. When the Contract Hours are exhausted, hours begin to be usedby\u00a0the Rollover Bank.<\/span>\u00a0<\/span><\/li>
  3. Within the Rollover Bank, the hours from the earliest month are exhausted first. Then, the month after that and sountil\u00a0the previous month\u2019s rollover hours are used the last.<\/span>\u00a0<\/li><\/ol>

    For example, consider a Contract that has a 3-month rollover, and the current month is June. The Rollover Bank\u00a0contains\u00a0hours that were unused from March,\u00a0April,\u00a0and May. Hours that were unused from February and earlier are not\u00a0usable anymore.<\/span>\u00a0<\/span><\/p>

    First, all the Contract Hours from June are exhausted. Once\u00a0they\u2019re\u00a0exhausted, then hours from March are used up first, then\u00a0April and\u00a0lastly\u00a0hours from May are used.<\/span>\u00a0<\/span><\/p>

    The Rollover Hours Report displays all this data and consumption of hours can be\u00a0monitored\u00a0at any time from the\u00a0Settings\u00a0>Contracts > Contract Details page.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    Contract Categories:\u00a0<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    \u00a0You can also create \u2018Contract Categories\u2019 from the Settings > Contract Categories tab. These are helpful to organize your<\/span>\u00a0<\/span>Contracts based on\u00a0<\/span>different categories<\/span>.<\/span><\/span>\u00a0<\/span><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Contracts in Tickets List:\u00a0<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Contracts can be added as a column in the Tickets List page so agents can easily view the Contract associated with a ticket. It\u2019s also available as a filter within the Filters panel.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    Contracts in Ticket Details:\u00a0<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    The Ticket Details page contains a separate panel for Contracts that lets an agent know how many hours are available from the contract associated with the ticket as well as how many hours have been used until now. As the agent adds Time Entries for the ticket, these hours are automatically adjusted, and the new hours will be displayed in the Contracts panel.<\/span>\u00a0<\/span><\/p>

    Agents can also change a ticket\u2019s contract from the drop-down in the Ticket Properties panel.<\/span>\u00a0<\/span><\/p>

    Note:<\/span> Only b<\/span>illable time entries will be used for the contract. If the time-entry is non-billable, it won’t count toward contract hours.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    Create & Add Time Entry While Creating a Ticket\u00a0<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Agents on contract-enabled helpdesks can create a ticket and log a time entry in one step, without opening ticket details. <\/span>While creating a ticket, agents can select Create & Add Time Entry to create the ticket and log a time entry for it in the same workflow.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    Default Contracts:\u00a0<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    A company can have a default contract. Once a contract has been\u00a0designated\u00a0as the default, then all tickets created by\u00a0contacts\u00a0from that company are automatically\u00a0assigned\u00a0that contract.\u00a0The default contract can be configured from a Contract\u2019s details page or from the Company\u2019s details page:<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    Contracts in Create Tickets form:\u00a0<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    While the default contract is automatically assigned while creating a ticket, an agent can choose to use a different contract\u00a0while creating a ticket from the Agent Portal\u2019s Create Ticket form.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    Contracts in Automations:\u00a0<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    There are two possible actions related to Contracts that are available under automations:\u00a0<\/span>Set Contract.<\/span><\/p>

    You can choose the Contract that should be set for tickets that match the properties set as part of the\u00a0Set Contract Category.\u00a0You can choose the Contract Category for tickets that match the properties set as part of the\u00a0automation rule. In this case, the Contract that belongs to the Contract Category will be set for the ticket. If the ticket is<\/span>\u00a0<\/span>created by a Contact whose Company has no Contracts in that Contract Category, no Contract will be set.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

    In case there are multiple Contracts, if one of them is the Default Contract for that Company, it will be chosen as the Contract for the ticket. If not, one of the multiple Contracts will be chosen as the Contract for the ticket.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    Setup Fees in Your Helpdesk Currency<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Setup fees on contracts now use the currency configured in Helpdesk Settings, so amounts are shown consistently across your helpdesk.<\/span>\u00a0<\/span><\/p>

    • Open Settings > Admin > Helpdesk Settings to choose your helpdesk currency<\/span><\/li>
    • When Contracts is enabled, this currency is used for contract setup fees<\/span><\/li>
    • Setup fee values are easier to understand and align with your billing configuration<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      What\u2019s\u00a0more:<\/span>\u00a0We’ve\u00a0introduced several enhancements to the Contracts module to make contract management faster and more efficient. You can now clone existing contracts to quickly create new ones, use the new Description field to capture and display\u00a0additional\u00a0contract details across the Agent Portal and API, and view contract descriptions alongside remaining ticket or hour usage directly from the Contracts list page. Contract dropdowns in automation rules now support search, making it easier to find and select the right contract or contract category, even in large environments. Additionally, setup fees now support decimal values (up to two decimal places), providing greater flexibility and accuracy when configuring contracts.<\/span>\u00a0<\/span><\/p>

      The Contracts module brings together ticketing, time tracking, automations, and customer contract management into a single workflow helping support and IT teams manage service delivery with greater operational visibility.<\/span>\u00a0<\/span><\/p>

      As this feature is currently\u00a0in limited\u00a0availability, some functionality may continue to evolve over time. If\u00a0you\u2019re\u00a0interested in enabling the Contracts module for your Desk365 account, please contact the Desk365 support team\u00a0via help@desk365.io.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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