Reports

Overview

Core provides four types of reports to help you understand your operations, track performance, and communicate with clients:

• Billables Report: Track billable hours and analyze billing patterns
• SLA Performance Report: Monitor service level agreement compliance
• Executive Summary Report: Create professional monthly reports for clients
• Custom Report Builder: Build your own reports by selecting specific data blocks

All reports support filtering by date range, and most allow filtering by company, technician, priority, and other criteria. Reports can be exported to Excel or PDF for sharing and archiving. Custom reports can also be shared with portal users, allowing customers to access their own data and insights.

Billables Report

The Billables Report shows billable hours broken down by technician, company, project, and category. Use this report to:

• Track billable time across your team
• Analyze billing patterns and trends
• Identify opportunities to increase billable hours
• Review project profitability

Generating a Billables Report

1. Navigate to Reports in the main navigation
2. Select Billables Report from the report type dropdown
3. Set your filters:
   • Date Range (required): Start and end dates for the period you want to analyze
   • Company (optional): Filter to a specific company
   • Technician (optional): Filter to a specific team member
   • Project (optional): Filter to a specific project
   • Category (optional): Filter to a specific ticket category
   • Filter by ticket completion date: Toggle to use ticket completion dates instead of time entry dates
4. Click Generate Report

The report shows a detailed table with each row representing a combination of technician, company, project, ticket, and billable user type, along with billable hours, non-billable hours, and total hours.

Category Breakdown

The Billables Report includes a category breakdown section that shows:

• Summary by Category: Total tickets, billable hours, non-billable hours, and total hours for each category
• Tickets per Company by Category: Detailed breakdown showing how many tickets each company has in each category, along with hours worked

When filtering by category, selecting a parent category automatically includes all child categories in the results. For example, selecting "MSP Basic" will include tickets from "Level 1", "Level 2", and "Level 3" categories.

Exporting

After generating a report, you can export it:

• Export to CSV: Download as a comma-separated values file
• Export to Excel: Download as an Excel workbook with formatted data

SLA Performance Report

The SLA Performance Report tracks how well you're meeting your service level agreements. Use this report to:

• Monitor SLA compliance across priorities, technicians, and companies
• Identify areas where SLA targets are being missed
• Track performance trends over time
• Make data-driven decisions about resource allocation

Generating an SLA Performance Report

1. Navigate to Reports and select SLA Performance Report
2. Set your filters:
   • Date Range (required)
   • Company (optional)
   • Technician (optional)
   • Priority (optional): Filter to specific priority levels
3. Click Generate Report

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.

Executive Summary Report

The Executive Summary Report creates professional monthly reports designed for client presentations. Use this report to:

• Provide clients with a comprehensive overview of services delivered
• Demonstrate value and engagement
• Support billing discussions
• Build client relationships with transparent reporting

Generating an Executive Summary Report

1. Navigate to Reports and select Executive Summary Report
2. Set your filters:
   • Date Range (required): Typically a full month
   • Company (required): Select the company for this report
3. Click Generate Report

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. The PDF format is optimized for client presentations.

Custom Report Builder

The Custom Report Builder lets you create personalized reports by selecting specific data blocks. This gives you flexibility to combine operational, customer, ticket, and billing data in a single report.

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
• Tickets by Status: Table showing ticket count breakdown by status
• Tickets by Priority: Table showing ticket count breakdown by priority level
• 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, 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 billable types with count, rate, total amount, and average per month
• Billing Coverage Contacts: Table showing contacts with their tickets, billing unit 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 portal users, enabling customers to access their own data and insights:

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 portal users associated with the companies included in the report
3. Portal users can access shared reports through their portal interface
4. Shared reports respect the same filters and data access permissions as the original report

This feature is particularly useful for:

• Providing customers with visibility into their ticket activity and time tracking
• Sharing operational metrics and performance data
• Building transparency and trust with clients

Exporting Custom Reports

Custom reports can be exported to PDF. The PDF includes all selected blocks in a formatted, professional layout suitable for sharing or archiving.

Best Practices

• Use consistent date ranges: For trend analysis, use the same date range each period (e.g., first of month to last of month)
• Save frequently used custom reports: If you generate the same custom report regularly, save it to avoid reconfiguring each time
• Filter strategically: Use company, technician, and priority filters to focus on specific areas of your business
• Export for archiving: Export important reports to PDF or Excel for record-keeping
• Share custom reports: Use the "Share with team" option when saving custom reports to make them available to colleagues

See also

• Managing Tickets
• Company Management
• Billable Types