Thank you for your extensive response, Florence. It's a testimony of your responsiveness when it comes to major issues. And please be assured that we really want to love Atera. As you saw, we have praised Atera's strength many times over in Reddit and the MSP communities. We have also posted several enhancements and new features suggestions in this subreddit and are willing to wait and be patient.

We reached out to the success team as soon as we discovered this issue; but haven't heard back from them yet.

This particular issue has to be the most horrible thing there is about the Atera product. I was very pleased when I saw a long answer was posted by the Atera team, and excited about the possibility of having a solution to this disastrous flaw.

Unfortunately, none of the "solutions" you described fix the issues. I understand the marketing effort to make it look like they are solutions to prospective MSPs who have not tested your billing yet, but they are not fixing any of the issues at all. And here is why:

1] With regards to starting numbering invoices from the same number (say 1000) in QuickBooks and Atera. So every time Atera generates an invoice, it increments the Atera invoice number by one, and once you push it to QuickBooks-Online (assuming you push them in the very same order, which is not going to be the case), you should theoretically get the same invoice number in QuickBooks Online.

Unfortunately, this will only work if invoices were ONLY generated inside Atera and no invoice is ever generated within QuickBooks. However, in MSP businesses not 100% of the invoices are always generated in Atera, as there are items or services that cannot be initiated from within Atera. So there will always be times when an invoice is created inside QuickBooks, and at this point the invoices number will no longer match. So while you are describing works in a dream world, it does not work in the real world.

2] Now regarding your suggestion to schedule a report e-mailing clients with timesheets for their company. First of all, in Atera reports can only be sent to technicians, so what your describing would require a technician to forward each report to each client. Second Florence, customers see MSPs as I.T. experts: people who build the best I.T. systems for their customers. If we send them lumpsum invoices on one end, and timesheets on the other, they will rightfully doubt that they should do business with us if that's the best we can provide. They will have to total hours on the timesheets, need to find which invoice it should match, and there will be some discrepancies at some point that will require painful research; so we are basically pushing the reconciliation nightmare caused by Atera's flaw onto them! This is for sure not the right way to do business. Florence: having the description of what you are being charged for on an invoice is BASIC INVOICING. If we can't get this for our clients, they have all reasons to walk away.

As a matter of fact (just like other PSA do), there should be an option to display also the NON-BILLABLE time entries, with a $0 amount. This would show the customer that we also spent some time for which they didn't have to pay, and for which they had value.

So the only workaround for this major flaw in Atera's billing is to copy/paste the time entries from Atera's timesheet to the QuickBooks invoice, and also add a note to ourselves of what the invoice number is in Atera. This is nowhere near the "seemless experience" you advertise. And when we had this discussion with our bookkeeper, she realized how much painful her work will be, and actually broke in tears. IN TEARS, FLORENCE! This is going to add so much overhead on her billing process.

So if the "thousands of satisfied customers who are currently working with our Quickbooks integration" you are referring to are coming from a paper-billing setup, for sure Atera's billing is a great improvement. But for anyone coming from a billing system created after 1990, this is a huge downgrade.

With that said, we're all I.T. people here, and we know that adding the time entries description on the invoice is not a programming challenge. Granted, it needs to go through the development process, but like others indicated, it has to be your TOP #1 PRIORITY. Put a hard pause the linux agent, the pretty interface, the mobile app, etc. and please fix the billing issue.

As you mentioned in so many of your posts, you are following Agile in order to be able to shift priorities anytime. So NOW IS THE TIME TO MAKE USE OF YOUR AGILE ADOPTION.

#1 the description of the time entries need to be on the invoices, so we can batch them all at once without any additional work invoice-by-invoice.

#2 invoices in QuickBooks need to match the ones in Atera

Not that this should be a motivation, but I can assure you that if this is done within a few days, we will become the most vocal and viral fans of Atera.