How would you classify hours worked, we consider customer service hours. There no charge to the customer for these hours worked but still pay the employee for those hours

We'll have to make the hours billable to the customer, sdaragon94.

I've got the steps on how to do it:

First, we'll have to turn on this option:

1. From the Gear icon, select Account and settings.
2. Go to the Expenses tab.
3. Click the pencil (edit) icon on the Bills and expenses section.
4. Tick Make expenses and items billable.
5. Click Save, and then Done.

Second, we'll have to enter a billable expense:

1. From the + New button, select either Bill, Expense, or Check.
2. Select the payee.
3. Select an expense account in the Category section.
4. Enter the amount and then tick the Billable field.
5. In the Customer column, select the customer you want to bill for this expense.
6. Click Save and close.

Lastly, we'll have to add the billable expense to the invoice:

1. Click the + New button, and then select Invoice.
2. Select the same customer in the Customer drop-down.
3. In the Add to invoice window, click Add.
4. Select Save and close.

You can also run the Transaction Detail by Account report to show your billable expenses per customer. I've added this article for more information in case you want to add some details to the report: Customize Report.

I'm just a post-away if you needed help. Keep safe!