Hint: They’re the secret to profitable agreements and stress-free invoicing.
When it comes to ConnectWise setup, Work Roles and Work Types don’t always get the spotlight. But here’s the truth: without them, your invoicing and agreement coverage can quickly turn into a nightmare.
Think of Work Roles and Work Types as your PSA’s power couple. One sets the rules, the other defines the exceptions—and together, they make sure your time entries get billed correctly.
How They Work Together
Work Roles = The Hourly Rate
Your baseline for billing. Think of this as the “rack rate” for each type of labor, whether that’s help desk, network engineer, or project manager.
- Work Types = The Modifier
These define how that rate should be adjusted. Maybe after-hours work bills at 1.5x. Maybe emergency weekend work bills at 2x. Work Types handle those multipliers or customizations automatically.
Why Agreements Should Come First
When creating Work Roles and Work Types, always design with Agreements in mind.
Agreements determine which services are covered and which aren’t. If your Work Roles and Work Types aren’t aligned with your agreements, you’re risking:
- Time entries not billing correctly
- Covered work being invoiced (hello, awkward client conversations)
- Billable work slipping through the cracks (goodbye, revenue)
A solid setup ensures that covered time is handled properly and out-of-scope work is billed automatically—no manual invoice edits, no surprises.
The Business Case: Automation and Accuracy
Get this right, and you win big:
- Accurate Invoicing: Less time chasing down what should or shouldn’t have been billed.
- Happy Clients: No more explaining surprise charges.
- Operational Efficiency: Automating agreement-based service coverage saves hours every month.
Wrap-Up
Work Roles set the baseline. Work Types define the nuance. Agreements keep it all tied together. When you design them thoughtfully, you’re not just creating a billing structure—you’re creating a system that keeps your business profitable and your clients confident in your services.
Because in ConnectWise, automation isn’t just about saving clicks. It’s about saving revenue.
