---
title: "Track User Events for Billing Purposes"
slug: "track-user-events-for-billing-purposes"
description: "See how to track User Events for billing purposes in this easy-to-read chart with Used Category, Metric, Channel and Event."
updated: 2025-01-03T17:48:37Z
published: 2025-01-30T19:36:40Z
canonical: "help.gladly.com/track-user-events-for-billing-purposes"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Track User Events for Billing Purposes

Knowing your number of users and roles assigned will help you understand your [monthly billable](https://help.gladly.com/implementation/docs/invoice-and-billing-overview) users. Review the [Invoices and Billing Overview](https://help.gladly.com/implementation/docs/invoice-and-billing-overview) help doc to learn how billing works.

In Gladly, **Event** determines whether a user is classified as a [*Support User*](https://help.gladly.com/implementation/docs/invoice-and-billing-overview). If they are not a *Support User*, the additional Task-related actions are used to classify them as a [*Task User*](https://help.gladly.com/implementation/docs/invoice-and-billing-overview). All of the events are presented in a Timestamp report (i.e., [Contact Timestamps](https://help.gladly.com/docs/contact-timestamps), [Conversation Timestamps](https://help.gladly.com/docs/conversation-timestamps), [Task Timestamps](https://help.gladly.com/docs/task-timestamps), [Agent Timestamps](https://help.gladly.com/docs/agent-timestamps)), but most of them are rolled up as metrics in the [Agent Summary](https://help.gladly.com/docs/agent-summary) report.

| Used Category | Metric | Channel | Event |
| --- | --- | --- | --- |
| Support | **Contact Started - Phone Call** | Phone Call | Contact Started |
| Support | (Not in Agent Summary; available in Contact Timestamps report) | Phone Call | Contact Joined |
| Support | **Contact Accepted - Phone Call** | Phone Call | Contact Accepted |
| Support | **Message Sent** | Email, Messaging, Social Messaging, etc. | Contact Message Sent |
| Task | **Task Due Date Updated** |  | Task Due Date Up |
| Task | **Task Content Updated** |  | Task Content Updated |
| Task | **Task Reopened** |  | Task Reopened |
| Task | **Task Closed** |  | Task Closed |
| Task | (Not in Agent Summary; available in Task Timestamps report) |  | Task Assignee Updated |
| Task | **Task Created** |  | Task Created |
| Task | **Task Commented On** |  | Task Comment Added |