Support that knows what it is owed
Service desks lose money quietly. Work gets done, notes get written somewhere, and at the end of the month nobody can separate what was covered by the agreement from what should have been billed. The usual fix is to stop trying.
A Capitán service ticket is numbered, typed, prioritised and assigned, and it carries an invoicing option from the start. Work logged against it records its own start and end time, so billable effort is captured as it happens rather than reconstructed from memory.
Internal notes stay internal
Each report on a ticket has two descriptions: the one that belongs to the customer’s account of what happened, and an internal one that does not. That distinction is in the data model rather than in a convention people are asked to follow, which is the difference between it holding and not.
Real work is not one ticket deep
Tickets nest, so a request that turns out to be three jobs becomes a parent with children rather than a comment thread. Assignment goes to a team, a named user or an employee, and a ticket can be flagged as escalated without losing who held it before. Tickets can also belong to a project, a department, a client or a supplier — so the same desk handles internal IT and external customer support without pretending they are the same thing.
The gap between work done and work billed is not a billing problem. It is a recording problem.
Because a ticket can carry a project, support effort lands against the project it belongs to — which is what makes a project’s true cost include the support it generated.
