If you use QuickBooks Online* to maintain your business accounts and bill clients, the Freshservice-QuickBooks integration** will now make the process way more seamless. You can push details like the time spent in resolving a ticket, the agent who worked on it and the service they provided, and the client’s name to QuickBooks. Creating invoices in QuickBooks will then be just a few clicks away.


Let’s look at how it works:


  1. To enable the integration, go to the Admin console and click on Integrations.




  1. From the list of available integrations, scroll down to QuickBooks, and toggle the switch to enable it.




  1. Click on Connect to QuickBooks, and then enter your QuickBooks admin credentials to sign in. Then select the company that you want to connect with this Freshservice account.




  1. To start with, you’ll be asked to enter a description. This is what will be sent to QuickBooks for every ticket you track and eventually wind up on the invoice. You can use placeholders to make this as relevant as possible. Once you do, click on Update.





Now that the integration is set up, here’s how you can start tracking tickets and sending data over:


  1. Go to the ticket’s details page and click on More> Add time.




  1. Fill in the details in the Add time dialog box. Uncheck the ‘Billable’ checkbox if the service is not billable to the client. You can still send the details to QuickBooks for payroll purposes.




  1. The box for ‘Also update on QuickBooks’ will be checked by default. Here’s how to fill this part:

    1. Employee: If the email ID of the agent working on the ticket matches the corresponding employee in QuickBooks, this field is auto-filled. Otherwise, you can pick from the QuickBooks employee list in the drop-down list.

    2. Customer: Freshservice looks for the email ID of the ticket’s requester (or company, for MSPs) and tries to match it with a customer (or sub-customer) in QuickBooks. If no match is found, it looks for the customer's name instead. If a match is found in either of these steps, the customer's name is populated here. Otherwise, you can select one manually.

    3. Service: The drop-down list for this field is also populated from the list of services and sub-services in your QuickBooks account. The billable rate in QuickBooks will be calculated on the basis of the service’s cost (‘Amount’ in QuickBooks) and the number of hours (‘Quantity’) spent on the ticket.

    4. Description: This is auto-filled based on what you set in step 4 above.




  1. Once you’ve filled all the details, click on Start timer. The details are sent to your QuickBooks account when you stop the timer, or when the ticket is resolved. And once the invoice is created in QuickBooks, the updates cannot be synced anymore.


In QuickBooks, you can view this by going to Transactions> Sales.



You can create an invoice by clicking on Start invoice.




*The feature is available only in Quickbooks Plus plan.

**In Freshservice, the integration is available for the Blossom plan and above.