We are trialing Zoho One currently.  We are an IT services provider that constantly has to track time entry and products sold/used to fix issues on a related ticket.  The draw of having our CRM, ticketing, and billing all integrated sounds amazing.  However, we are having a difficult time being able to replicate even some of the most basic features in our current ticketing system.

1) Is there a way to actually link a product in Desk to the created invoice in Books?  The few ways we've done this the products don't actually appear on the invoice.  **I just figured out that you can add another line to the invoice while you are making it in Desk.  That will assist with part of the problem we're having.**

2) The options are limited on cost tracking on products within Desk.  In our current ticketing system we can choose "Misc Hardware" put in a description, the quantity, our costs to receive the product, and then the cost to the customer with our markup.  To track our true margins in Zoho it appears that each item needs to be manually created in Books with our costs and sale price to the client.  Is that accurate?  

3) Time Entry being able to be rolled up to 15 min increments.  I see this is a feature in Zoho Books.  I've looked through workflows and the Flow app to see if I could automatically add a time entry from Desk to Books so it could do that round up or us.  No luck there.

4) Is there a way to associate a specific hourly rate per account vs per agent or having the agent have to remember specific rates for each client?  This is all automated in our current system by a T&M contract per client which dictates the rate they're billed at.

5) Can you change the Invoice Preferences somewhere to a new default for the Zoho Books integration?  Right now we have to edit the base template each time an invoice is created to get it how we'd like.

Are there any IT providers out there who would be willing to chat about how they're currently leveraging the system?  I am wondering if we have to look at projects/tasks through Books to meet our needs until Desk is ready?