Reports

Overview

Open Reports and choose the report type for your task:

• Billables Report: Review scheduled contract charges and billable time for a period
• SLA Performance Report: Monitor service level agreement compliance
• Executive Summary Report: Create professional monthly reports for clients
• Device Reports: Analyze device distribution, age, and warranty status
• Custom Report Builder: Build your own reports by selecting specific data blocks

Billables, SLA, Executive, and Custom share the same period and filter bar at the top of Reports, so switching report type keeps your dates and company selection. The period defaults to the current month; click the dates under the month name to pick a custom range (for example, every ticket since a company started). Jump to this month returns to the current billing month. Most reports also support technician, priority, project, and other filters. Export options vary by report; use Actions in the page header for Excel and/or PDF when available. Custom reports can also be shared with portal users.

Billables Report

The Billables Report combines scheduled contract charges and billable time for one billing month. It opens in a Dashboard view with a clear money total (when amounts are complete), advisories for billing gaps, and charge-health detail. Use this report to:

• Confirm all scheduled contract items for a billing period
• Track billable time across your team
• Spot missing seat assignments and charge issues
• Review user/contact billables for a specific company
• Export a company Statement or billing review workbook

Generating a Billables Report

1. Navigate to Reports in the main navigation
2. Select Billables from the report type list
3. Set your filters in the shared bar:
   • Billing Month (required): Use the month stepper or jump to this month
   • Company (optional): Filter to a specific company (recommended for Statement)
   • Technician (optional): Filter to a specific team member
   • Project (optional): Filter to a specific project (projects are scoped to the selected company)
   • Category (optional): Filter to a specific ticket category
   • Only include tickets completed in the date range (optional): Limit rows to completed tickets while still billing hours by when time entries were logged
4. The dashboard loads automatically as you change filters — no separate Generate step
5. Optionally turn on Compare prior (billing months only) to load the previous month beside the current one

The report bills hours by the selected billing month, including entries on tickets that remain open or close in a later month. The completion-date option narrows the report to tickets completed in the same month; it does not pull earlier time into the completion month.

When hourly time cannot be matched to a billing assignment, expand Hourly charges to resolve it in place. Named contacts can be assigned to an eligible per-contact hourly billing item directly from the report. Rows without a billing contact link back to their source ticket or project so you can correct the missing billing subject. Links to a specific report section open that section automatically, including when they change the billing month.

Technician, project, category, and completed-ticket filters narrow hours. Estimated money uses company and billing month so scheduled contract charges stay honest when hours are filtered more tightly.

Billing type counts and coverage totals use the same scheduled billing items shown on contract Billing Items, so report totals match approved schedules, recurring billing items, future quantity changes, and unassigned sold quantities.

Ticket time, contact activity, billing assignment matching, and capacity workload use the ticket's service contact. If no service contact is set, they use the requester. A manager's request on behalf of another person therefore counts toward the person receiving the service.

Per-contact quantities are prorated automatically when a contact starts or ends partway through a billing month. The report presents that quantity as a seat-equivalent for the month and keeps assigned headcount separate; expected proration is not treated as a billing issue.

Dashboard and Statement

• Dashboard: Answer total, flag strip with resolve links, charge health, hours pivots, and detail tables
• Statement: A printable company document for the service period. Filter by company first for a client-ready statement. Months with no billable activity still show the company name and an empty state

Category Breakdown

When you open hours detail, category pivots show:

• Summary by Category: Total billable and non-billable hours across every category and nested subcategory
• Parent categories include nested subcategories when filtered

When filtering by category, selecting a parent category automatically includes all nested subcategories in the results. For example, selecting "MSP Basic" includes tickets from its levels and their subcategories. Detailed time entries and exports show the full category path, such as "MSP Basic › Level 1 › Email," so similarly named subcategories remain distinct.

Exporting

Use Actions in the Reports header (when the report has data):

• Export to Excel: Workbook with scheduled contract items, user billables, time details, and summaries
• Export to PDF: Statement-oriented PDF using the same money completeness rules as the screen

SLA Performance Report

Use SLA Performance to review compliance by priority, technician, and company.

Generating an SLA Performance Report

1. Navigate to Reports and select SLA Performance
2. Set your filters in the shared bar (period, company, technician, priority as needed)
3. The report loads with the current filters

The report displays:

• Summary cards: Overall compliance percentage, tickets in compliance, tickets out of compliance, and average resolution time
• Compliance by Priority: Breakdown showing compliance rates for each priority level
• Compliance by Technician: Individual technician performance metrics
• Compliance by Company: Company-level SLA performance

Exporting

SLA Performance Reports can be exported to Excel or PDF from Actions when available.

Executive Summary Report

Use Executive Summary for a company-specific overview of tickets, hours, and activity.

Generating an Executive Summary Report

1. Navigate to Reports and select Executive Summary
2. Set your filters in the shared bar:
   • Date range / period (required): Defaults to the current month; click the dates to choose a custom range
   • Company (required): Select the company for this report
3. The report loads with the current filters

The report includes:

• Summary metrics: Total tickets, open tickets, closed tickets, average resolution time, and total hours
• Monthly trends: Comparison with previous period showing growth or decline
• Ticket breakdown: Tickets by status, priority, and category
• Top technicians: Team members who worked on this company's tickets
• Recent activity: Timeline of ticket activity

Exporting

Executive Summary Reports can be exported to Excel or PDF from Actions. The PDF format is optimized for client presentations.

Custom Report Builder

Choose blocks in Custom Report Builder to combine the data you need, then save the configuration for reuse.

Creating a Custom Report

1. Navigate to Reports and select Custom Report Builder
2. Load a saved report (optional): If you've created reports before, click on a saved report name to load its configuration
3. Set your filters:
   • Date Range (required)
   • Company (optional)
   • Technician (optional)
   • Priority (optional)
4. Select report blocks: Choose the data blocks you want to include in your report
5. Click Generate Report

The page will automatically scroll to show your generated report once it's ready.

Report Blocks

Report blocks are organized into four categories:

Operations Blocks

• Ticket Overview: Summary cards showing tickets created, closed, open, average resolution time, and total hours logged
• Team Performance: Table showing each technician with tickets assigned, closed, average time to close, and hours logged
• Daily Trends: Table showing daily ticket creation, closure, average time to close, and hours logged
• Ticket Load History: Chart showing tickets opened over time with daily and monthly views plus an average baseline
• Tickets by Status: Table showing ticket count breakdown by status
• Tickets by Priority: Table showing ticket count breakdown by priority level
• Tickets by Category: Table showing ticket count breakdown by category (topic mix)
• Tickets by Type: Table showing ticket count breakdown by ticket type (kind of ticket)
• Ticket Time Summary: Summary of time worked per ticket, showing technician, total hours, ticket created date, title, and requester. Includes tickets with zero time entries for complete visibility
• Total Regular and Recurring Tickets by Technician: Table showing each technician with counts of regular tickets, recurring tickets, and total tickets

Customer Blocks

• Company Health: Table showing company metrics including total/open/closed tickets, active contacts, resolution time, and billable hours
• Most Active Companies: Table showing top companies ranked by ticket count

Ticket Blocks

• Closed Tickets Detail: Detailed table of closed tickets with title, company, technician, priority, time to close, and hours
• Ticket History: List of all tickets (any status) with ticket number, title, status, priority, company, created date, and closed date. This block does not include any time or hours data, making it ideal for sharing with customers via the portal
• Tickets by Month: Monthly breakdown showing how many tickets were created and closed each month. No time or hours data included
• Resolution Summary: Summary cards showing total tickets created, closed, resolution rate percentage, and currently open tickets. No time or hours data included

Billing Blocks

• Billable Types Summary: Table showing scheduled billable types with count, rate, total amount, and average per month
• Billing Coverage Contacts: Table showing contacts with their tickets, scheduled billing status, type, and hours logged

Selecting Blocks

• Click anywhere on a block card to select or deselect it
• Use category checkboxes to select or deselect all blocks in a category
• Use "Select All" or "Select None" buttons to quickly select or clear all blocks
• Each block shows a description to help you understand what data it includes

Saving Custom Reports

After configuring your report:

1. Click Save Report (or Update Report if you're editing an existing saved report)
2. If it's a new report, fill in:
   • Report Name: A descriptive name for your report
   • Description (optional): Additional details about what this report shows
   • Share with team: Toggle to make this report available to other users
3. Click Save Report

Saved reports appear in the "Load Saved Report" section at the top of the Custom Report Builder. You can:

• Load: Click the report name to load its configuration
• Duplicate: Create a copy of the report
• Delete: Remove the saved report

Sharing Reports with Portal Users

Custom reports can be shared with customer helpdesk admins:

1. When saving a custom report, you'll see an option to Share with portal users
2. Enable this option to make the report available to helpdesk admins in the selected companies
3. Choose whether to share with all companies or only specific companies
4. To notify portal admins automatically, enable Email portal link on schedule and choose a weekly or monthly cadence
5. Helpdesk admins can open shared reports in their customer portal
6. Portal viewers are restricted to their own company's data, even when a report is shared with all companies

Exporting Custom Reports

After generating a custom report, use Actions to export PDF or Excel. The export includes the selected blocks and current report data.

Device reports

Choose Device Reports, set company, device-type, or online-status filters, and select Generate Report. The result includes device distribution, asset lifecycle, warranty status, and age. Export buttons are within the device report.

The Asset Lifecycle section includes devices regardless of the online-status filter so a sleeping or offline device is still included in replacement planning.

See also

• Managing Tickets
• Company Management
• Billable Types