Freshworks · Freshdesk
Prepaid Hours
Sell prepaid support hours in Freshdesk, with balances, alerts and statements.
- Works with Freshdesk
- Marketplace Freshworks Marketplace
Coming soon
Submitted for review
Prepaid Hours was submitted to the Freshworks Marketplace on 3 October 2026 and is waiting for Freshworks’ review. It has not been approved or listed, so it cannot be installed by the public today.
Coming soon toFreshworks Marketplace
What it does
Prepaid Hours is an application for Freshdesk that keeps track of the support hours each customer company has bought. You define packages per company (hours, monthly, quarterly, yearly or a fixed block, start day and time zone), and the time your agents log on that company's tickets is counted against them automatically. Agents see the remaining balance on every ticket, the first time a package passes an alert level a private note is added to the ticket, and at period end you build an exact statement of every entry for invoicing.
Capabilities
Packages per company
Hours a company bought, renewing every month, every three months, every year, or a fixed block with no renewal. Each package has its own start day, optional end date and time zone, and counts billable time only or all logged time. Several packages for one company are used in the order you set, so when the monthly hours run out an emergency block takes over and anything beyond the last package is shown as over.
The balance on every ticket
A panel in the ticket sidebar shows the ticket's company and each of its packages: hours used, hours left, the period and whether it is on track, running low, used up or over.
Alerts
When a time entry is logged or changed and a package passes one of its alert levels (for example 80% and 100%) for the first time in a period, a private note is added to that ticket and can email the agents you list. Optionally the customer contact you enter is emailed too. Each level is sent once per period.
Exact period-end statements
For a package period or any dates you choose: every time entry with its local date, ticket, subject, agent, note and duration, which package it counted against and what went over. Entries are judged by their date in the package's time zone. Download as CSV or print to PDF.
Questions
Where does Prepaid Hours run?
The application runs inside Freshdesk on the Freshworks Developer Platform: its pages run in your browser, and its event handlers run on Freshworks-hosted serverless infrastructure when a time entry is logged, changed or deleted and when the application is uninstalled. Atesen Software does not operate a server or a database for it.
How do I get help with Prepaid Hours?
Support for Prepaid Hours is provided by email in English and Turkish.
Email support@atesensoftware.com. We aim to acknowledge every support email within two business days (Europe/Istanbul).
What we do not claim
- It has been submitted to the Freshworks Marketplace but is not approved or listed. It has no installations, customers or reviews.
- It is not an invoicing or payment system. It counts hours and builds statements; it does not create invoices or charge anyone.
- It counts only time entries logged in Freshdesk. Time tracked elsewhere is not seen.
- The list of agents who may change packages limits the application's own screens; it is not a Freshdesk permission.
- It is available for Freshdesk only. A Zoho Desk version is not available.
- It holds no security certification and has not undergone a third-party audit.
Marketplace
Freshworks Marketplace: Submitted for review on 3 October 2026 — not approved, not listed, and not installable by the public.
Coming soon toFreshworks Marketplace