How estimates work

In general, an estimate 'polices' the kinds of costs that can be entered for its case and the maximum value these can reach. This helps to hold the case costs to a quote.

In practice, estimate operations are extremely customisable depending on your needs. You define their functionality at the category level and this should only be modified by senior administrators.

Estimate costs provide the foundation for managing case costs. For each estimate cost, the duration multiplied by the rate determines the maximum value that can be entered, which may or may not be enforced depending on the estimate's strictness.

Estimate costs can actually be created from activities or charge codes, depending on the estimate settings.

Costs added to a case are always activities, although they may be required to have certain charge codes depending, once again, on estimate settings.