This article provides clear, detailed answers to the most common questions about our Operational Reports, including: Auditor, Timesheet Recent Processes, Software Inventory, Microsoft Licensing Report, Patch & Automation Feedback, Technician Comparison, Technician Performance Report, Agent Health Report, Customer Health Report, System At-a-Glance Report, Service Level Agreement (SLA) Report, Top Load Customers Report, General Report, and Customer Profitability Report FAQs. It’s designed to help users easily understand how these reports work, their key features, and the benefits they provide.
Important Information
- This report is included in the Operations Reports package, accessible to all users at no cost.
- It is not possible to display Operations Reports as a widget on the Dashboard.
- You can schedule reports and send them to your end-users and/or technicians. For instructions, please see our article: Schedule an Operational report
- Customers using IT Department accounts do not have access to the following billing-related reports: Customer Profitability, Top Retainer Customers, Bottom Retainer Customers, Customer Periodic Report, Products & Expenses, and Block Contracts Balance.
Auditor Report
For more details, see our Auditor Report.
Q: What is the Auditor Report?
A: The Auditor report is a comprehensive report that provides complete information about a customer's network. It includes:
Hardware specifications: CPU, RAM, storage, model, BIOS, motherboard, video and audio devices
Software details: OS version, Office installation, anti-virus
Disk usage: total and free space, partitions
Network information: IP addresses, MAC addresses, network adapters
User info: last logged-in user
Device status: last reboot time, device age
Port availability: Green = open / Red = closed status (Ports that we verified: 21, 25, 80, 443, 3389)
Battery details: health, design capacity, full charge capacity, cycle count
Patch/update status: critical updates, security updates, service packs, upgrades, drivers
Q: Can I generate the Auditor report for all customers at once?
A: No, the Auditor report can only be generated for one customer at a time.
Q: How do I generate a report with device and agent details for a customer?
A: You can generate an Auditor report for a specific customer to get details about:
Device names and hardware specifications (CPU, RAM, storage)
Windows users last logged in
Device age (desktops and laptops)
Available disk sizes and free space
PC uptime or last reboot time
This report replaces previous reports, like Agent HW Info or Hardware Inventory, after the report center upgrade.
Q: How do I generate the Auditor report?
A: Go to Reports > Operational Reports > Auditor, select the customer or site, and generate the report for an up-to-date network overview
Q: Can I generate a report listing all servers for a customer?
A: Yes, the Auditor report can include all servers in a customer's network for documentation purposes, along with their specifications and disk information.
Q: Can I export the Auditor report?
A: Yes, the report can be exported for further use or analysis, including full lists of computers, hardware details, and software information in PDF or Excel format. Check out our main article for more details: Operational reports: Auditor
Note: Keep in mind that the report can be exported for one customer at a time.
Q: How does the Port Availability section work in the Auditor report?
A: A green checkmark means the port is opened locally, and a red X means the port is closed.
Q: Can I run a report to see when devices last rebooted?
A: Yes, the Auditor report includes the last reboot or PC uptime information for devices, giving a visual look at when computers were last restarted.
Q: Does the report cover all servers for a customer?
A: Yes, all servers linked to the customer are listed with their specs and disk info.
Q: Can I include generic devices, such as printers, in the report?
A: No, generic devices such as printers are not included in the standard Auditor report; use the Devices Dashboard and export filtered results instead.
Q: Does the Auditor report include BitLocker status?
A: Yes, you can review the BitLocker on/off status for devices within the selected customer or site.
Q: Is it possible to filter or search for specific device types in the report?
A: Filtering by device type happens outside the standard Auditor report; use the Devices page to filter and export custom lists if needed.
Q: Are updates to the Auditor report data automatic?
A: The report reflects current data as of the generation time, based on real-time device check-ins and available metrics from agents.
Q: Does the Auditor report show if disk encryption is enabled?
A: Yes, the Auditor report lets you know if disk encryption is enabled or disabled on devices with the Atera Agent.
Timesheet Report
For more details, see our Timesheet Report.
Q: How do I see how much time I spent on a ticket or how much a technician worked on a ticket?
A: Use the Timesheet report. It displays all tickets with time entries added by technicians, including the time spent on each ticket.
Q: How do I generate a report showing tickets per customer, per month, or within a specific date range?
A: The Timesheet report can show tickets worked per month, per customer, or for a chosen date range. You can filter by Ticket Resolved Date or Time Entry Date for different results.
Q: How do I generate a report of all open or closed tickets?
A: Use the Timesheet report and apply filters for ticket status and date range. You can select “Display all tickets in the selected period” to include all tickets regardless of status.
Q: Can a client access a report showing the status of all their tickets?
A: Only scheduled Timesheet reports can be shared, and they show resolved ticket status.
Q: How do I send a customer a report on tickets logged for the month?
A: Generate a Timesheet report and share it directly. You can also schedule it monthly to be sent automatically.
Q: Can I include customer fields or custom ticket fields in the Timesheet report?
A: Yes, you can add ticket-related custom fields to the report.
Q: How is time calculated in the Timesheet report?
A: Time is based on entries added by technicians on each ticket. Ticket rounding is applied according to Admin > Settings > Tickets > Ticket Rounding or the option Display billing settings ticket rounding in the report.
Q: What’s the difference between “Ticket Resolved Date” and “Time Entry Date” filters?
A:
Ticket Resolved Date: Shows time entries for tickets resolved in the selected period.
Time Entry Date: Shows all time logs added during the period, regardless of ticket status.
Q: What does “Display ticket rates and amounts” do?
A: Shows the rate (hourly or contract) and calculated subtotal for each ticket. For retainer or flat-fee contracts, the rate may show 0.00, but the total reflects the actual fee.
Q: What does “Display all tickets in the selected period” do?
A: Shows all tickets (except deleted) in the date range, not just resolved or closed tickets.
Q: Why is “Display all tickets in the selected period” sometimes greyed out?
A: It’s disabled when filtering by Time Entry Date, because all tickets with time entries are already included. Switching to Ticket Resolved Date reactivates the option.
Q: Can I combine Timesheet reports with product or expenses reports?
A: No, that is not currently possible.
Q: How can I check if a ticket has been invoiced?
A: In the Timesheet report, the Invoiced column indicates whether a ticket has been invoiced.
Q: How do I run a report for tickets completed or updated by me?
A: Use the Timesheet report and filter by technician or time entry to see tickets you worked on.
Q: What information can I see in a Timesheet report?
A: A Timesheet report provides a complete overview of ticket activity and time tracking, including:
Summary: Total tickets, time entries, and hours worked
Ticket details: Ticket ID, customer name, contact name, contract, technician, title, resolved date, resolved status, billable status, invoiced status, taxable status, and hours worked
Time tracking: Detailed time entries logged by technicians for each ticket
Q: I noticed that the number of tickets from the API /lastmodified endpoint doesn’t match the Timesheet Report filtered by Work Hour Date. Why?
A: This happens because the two use different rules for filtering tickets:
API
/lastmodifiedendpoint: Looks at the most recent activity on each ticket. If that last activity happened on or after the date you specify, the ticket is returned.Timesheet Report (Work Hour Date filter): Looks at when work hours were logged on a ticket. If work hours were logged within your selected date range, the ticket appears in the report.
Recent processes
For more details, see our Recent Processes report.
Q: How long is data stored in the Recent Processes report?
A: Data is stored for 31 days from the command initiation. Only actions within this window are visible.
Q: What information is shown in the Recent Processes report?
A: The report shows actions executed on devices, including process type (e.g., Scripting, Software Inventory), customer, device, and status. You can click the icon next to a customer or device to view detailed output for each process.
Q: What do the statuses in the report mean?
A: Statuses help track process execution:
In Progress: Process is still running
Ended: Process has ended
Completed: Action/script ran successfully (may not guarantee intended result)
Pending: Process will run when the agent is online
Failed: Process timed out or returned an error
Note: Sometimes a process may succeed on the device but not immediately update in the report due to connectivity or reporting delays.
Q: Are patch management or IT automation results included?
A: No, those results are not included. Use the Patch Management or IT Automation Feedback reports instead.
Q: How do I check script output or process details?
A: Filter by Process Type (e.g., Scripting, Patch Management) and click the icon next to the customer/device. Expand the outcome to see device-specific results.
Q: Can I export the Recent Processes report?
A: No, the report cannot currently be exported. There is no built-in alternative for exporting this data.
Q: Why do some processes stay in “Pending” for days?
A: “Pending” means the agent is offline. The process will run when the device reconnects. You can cancel pending tasks by contacting support.
Q: Can I filter the report?
A: Yes, you can filter by customer, device, process type, or script name using the column filter menus.
Q: Can I export the Recent Processes report to Excel or PDF?
A: No, exporting the Recent Processes report isn’t currently supported. It can only be viewed directly within the Atera platform.
Software Inventory
For more details, see our Software Inventory report.
Q: What does the Software Inventory report do?
A: The Software Inventory report gives a detailed overview of all software installed across your devices, including:
Software name, publisher, size, version, and installation date
Number of devices with each application
Ability to uninstall software from one or multiple devices
Export options to Excel or PDF for auditing or sharing
Q: How do I generate a Software Inventory report?
A: Go to Reports > Monitoring > Software Inventory, select your parameters (site, customer, software name, agent type), and click Generate. You can then view or export software details per device.
Q: Can I export the Software Inventory report, and what info does it include?
A: Yes, export to PDF or Excel. The export shows software name, publisher, size, version, installation date, and number of devices per software. Excel export provides a full per-device breakdown.
Q: How do I see which devices have a specific software installed?
A: Expand the software row to list all devices with that application. You can also bulk uninstall or export the device list.
Q: Why is the uninstall option grayed out for some software?
A: Some applications cannot be silently uninstalled. In these cases, you must remove them via a script.
Q: How accurate are installation dates?
A: Dates come from the Windows registry. If missing, they are estimated via file/folder creation dates. Some legacy installs may show default times (e.g., 12:00 AM).
Q: Can I run reports for multiple customers or sites?
A: Yes, you can filter by site or customer, or run a report for all customers to see where specific software is installed.
Q: Can the report be scheduled for automatic delivery?
A: Yes, you can schedule regular delivery to your inbox or a customer’s inbox, and set up recurring exports.
Q: Can I list devices that do NOT have a specific software installed?
A: No, this inverse feature isn’t currently available natively.
Q: Can I see unlicensed or potentially unwanted software?
A: The report lists all detected installed software. You need to filter manually by name or vendor to identify unlicensed or unwanted software.
Q: Why do some software installations appear multiple times?
A: This occurs when different versions or components are installed, or if the software exists on multiple partitions.
Q: How often does the Software Inventory report update?
A: The report auto-updates every 12 hours for each device, as long as the device is online.
Q: Can I refresh the Software Inventory report manually or across multiple devices?
A: Manual refresh is only possible per device via Manage > Software Inventory > Refresh. There’s currently no option to mass-refresh across multiple devices. Offline devices will show cached inventory until they check in successfully.
Microsoft Licensing Report
For more details, see our Microsoft Licensing report.
Q: What does the Microsoft Licensing Report show?
A: The report provides detailed information about Windows and Microsoft Office licenses (excluding MS Project), including:
Number of stations and devices
OS and Office license keys
Breakdown by customer, site, and device
Q: How do I access or filter licensing data for a specific customer or site?
A: Go to Reports > Monitoring > Microsoft Licensing, select filters such as customer, site, agent, OS, or Office edition, then generate or export the report. Filters allow targeting specific groups.
Q: Can I get license details for imported Azure or Entra ID users?
A: No, user-level license assignments from Azure/Entra are not listed. The report only shows OS and Office keys.
Q: Can I export the Microsoft Licensing report?
A: Yes, export to PDF or Excel for sharing, auditing, or archiving.
Q: How often is licensing data updated?
A: Licensing data refreshes daily to reflect changes in assignments or license keys.
Q: Can I schedule regular delivery of the report?
A: Yes, you can schedule automatic delivery to customers or technicians.
Q: Can I set alerts for license expiration?
A: No, the report cannot generate alerts for license expiration.
Q: Why some devices don't show my license key? They appear as xxx-xxx-xxx or bbb-bbb-bbb?
A: Microsoft masks or partially hides license keys for security:
Office keys often show only the last five characters
Windows keys may display placeholders (e.g.,
BBBBB-BBBBB-BBBBB-BBBBB-BBBBB) if the key cannot be retrievedFully masked or blank keys may indicate a digital license, unactivated OS, or security restrictions preventing extraction
Patch & Automation Feedback Report
For more details, see our Patch and automation feedback report.
Q: What does the Patch & Automation Feedback report show?
A: The report provides details on patch deployments and IT automation tasks, including:
Which patches or tasks succeeded, failed, or weren’t executed
Breakdown by task type, device, and profile
Error codes and script output for troubleshooting
Q: How often is the report updated, and how are offline devices handled?
A: The report updates progressively as tasks are completed. Actions queued for offline devices update when the device comes back online. You can filter or export results at any time.
Q: What tasks and devices are covered, and are there exceptions?
A: The report covers all patches, scripts, and maintenance tasks run via IT Automation on Windows, Mac, and supported Linux devices.
Exceptions: Manual patch installs, tasks run outside Atera, or retired/unsupported devices are not included.
Q: How do I troubleshoot errors or failures shown in the report?
A: Review error codes and messages (e.g., agent offline, download blocked, update service not running), check device logs, and consult referenced guides. Common causes include network issues, policy conflicts, or agent problems.
Q: What are common reasons for task failures, and what do error messages mean?
A: Frequent causes include:
Agent offline
Firewall blocking downloads
Low device performance
Windows Update service is not running
No logged-on user
Typical errors include:
“Unable to fetch information from these agents.”
Result code 4 (operation failed)
Error 1603 (fatal installation issue)
Each error has specific troubleshooting steps.
Q: Can the report show patch or script output for troubleshooting?
A: Yes, script output is included in the Tasks section, showing executed actions and any returned information or errors.
Technician Comparison Report
For more details, see our Technician comparison report.
Q: What does the Technician Comparison Report analyze?
A: It compares technicians using metrics such as:
Tickets Assigned, Closed, and Reopened
Average First Response Time and Average Close Time
Average Work Time per Ticket
Technician rating based on customer satisfaction surveys
Q: How do I generate and filter the report?
A: Go to Reports > Technicians > Technician Comparison, select a time period and technician(s), apply filters, and export results to PDF or Excel.
Q: What do the metrics mean?
Assigned: Tickets given to the technician during the period (including tickets opened earlier but still active)
Closed / Reopened: Tickets resolved or reopened within the period
Average First Response: Time from ticket creation to first technician reply (public or internal), averaged across assigned tickets
Average Close Time: Time from ticket creation to closure, averaged across closed tickets in the period
Average Work Time per Ticket: Total time worked per ticket divided by number of time entries, averaged across all tickets
Rating: Aggregated from customer satisfaction surveys on resolved tickets
Q: How is Average First Response calculated?
A: Difference between ticket creation and first response, averaged across all assigned tickets. Tickets without a first reply are excluded, and long delays can significantly impact the average.
Q: What is Average Work Time per Ticket and how is it calculated?
A: Total time worked on each ticket is divided by the number of time entries, then averaged across all tickets.
Example: Ticket A = 10 hours / 5 entries = 2 hours; Ticket B = 20 hours / 2 entries = 10 hours; Average = (2 + 10)/2 = 6 hours.
Q: How is Average Close Time calculated?
A: Sum the close times of all tickets opened and closed within the selected period, then divide by the number of closed tickets. This ensures the average reflects performance for that time window.
Q: Why can ticket counts vary across reports?
A: Different reports use different date fields and counting logic. Tickets may appear differently if reopened, resolved, or closed outside the selected period.
Q: Are reopened tickets counted multiple times?
A: Yes, reopened tickets may appear more than once depending on closure events and report logic.
Q: Can I filter or customize the report?
A: You can filter by time period and technician, but deeper customization is limited. For advanced analysis, use Analytical reports.
Q: Can I see ticket breakdowns by product, source, or priority?
A: No, this report focuses on technician performance metrics only.
Q: How can I analyze technician ratings and CSAT scores?
A: Ratings are based on end-user satisfaction surveys completed after ticket resolution, aggregated per technician.
Q: What are best practices for using this report?
A: Use it to:
Identify trends for onboarding or training
Recognize high-performing technicians
Guide coaching and resource allocation
Combine with other reports (like Technician Overview) for a complete performance picture
Technician Performance Report
For more details, see our Technician performance report.
Q: What does the Technician Performance Report show?
A: It provides metrics for individual technicians, including:
Tickets assigned, closed, and reopened
Average First Response Time and Average Close Time
Average Work Time per Ticket
Customer satisfaction ratings from surveys
Q: How do I run and filter this report?
A: Go to Reports > Technicians > Technician Performance, select the time period and technician(s), apply filters, and export results to PDF or Excel. You can also schedule automated delivery.
Q: What is Average First Response Time and how is it calculated?
A: It measures the average time from ticket creation to the technician’s first response (public or internal note) for all tickets assigned during the selected period. Assignment time does not affect the calculation.
Q: What is Average Work Time per Ticket and how is it calculated?
A: Total time worked on each ticket is divided by the number of time entries, then averaged across all tickets.
Example: Ticket A = 10 hours / 5 entries = 2 hours; Ticket B = 20 hours / 2 entries = 10 hours; Average = (2 + 10)/2 = 6 hours.
Q: Can I compare multiple technicians or metrics?
A: No, this report shows metrics for one technician at a time. To compare multiple technicians, use the Technician Comparison Report.
Q: How are customer satisfaction scores generated?
A: Scores come from satisfaction surveys submitted by users after ticket closure, aggregated per technician.
Q: Can this report be scheduled for regular delivery?
A: Yes, automated delivery can be scheduled to technicians or management at custom intervals.
Q: What are best practices for using this report?
A: Use it to:
Identify training needs
Recognize top performers
Spot delays in ticket handling
Allocate resources efficiently
Combine it with other reports for deeper insights.
Q: What is the Technician Rating section?
A: Displays scores from customer satisfaction surveys, reflecting end-user feedback on the technician’s service quality during the selected period.
Satisfied and Dissatisfied Customers Report
For more details, see our Satisfied and Dissatisfied Customers Report.
Q: What does the Satisfied Customers Report show?
A: The report displays metrics to assess customer sentiment and service quality, including:
Number of surveys completed
Average satisfaction scores (overall quality, technical knowledge, helpfulness)
Ticket-specific information for context
Q: How do I generate and filter the report?
A: Go to Reports > Satisfaction > Satisfied Customers, select the time period and item count, then click Generate. Results can be exported to Excel or PDF and scheduled for regular delivery.
Q: How is the satisfaction score calculated?
A: It’s the average of survey responses for tickets in the selected period, covering overall quality, technical knowledge, and helpfulness.
Q: Can I view individual customer comments or remarks?
A: Yes, click the Ticket ID or hover over the tooltip icon to see detailed survey responses and comments. There’s no bulk export for all comments—each must be accessed individually.
Q: Why do Satisfied and Dissatisfied Customer Reports sometimes show similar results?
A: When survey ratings are uniformly high, both reports may display similar data because they sort ratings in opposite directions but contain the same underlying entries.
Q: Is there a way to drill down into trends or historical dissatisfaction data?
A: You can run reports for custom date ranges and higher item counts, then analyze repeated low ratings to identify long-term trends or persistent problem areas over time.
Agent Health Report
For more details, see our Agent Health Report.
Q: What does the Agent Health Report show, and how is it different from the Customer Health Report?
A: The Agent Health Report provides a detailed device-level assessment of agent-monitored endpoints, including connectivity, last check-in, agent version, health score, alerts, and performance metrics (CPU, memory, disk usage).
The Customer Health Report instead summarizes device health and alert status by customer or site, giving an organizational view.
Q: How is the Agent Health Score calculated?
A: The score starts at 100 and decreases based on issues detected:
Offline agent → score set to 0
Critical performance alert → –15%
Warning performance alert → –10%
Hardware/disk issues → –10% to –20% (depending on the drive)
Exchange or service-down alerts → –20%
Windows/fatal event alerts → –5% to –10%
Q: How often is the Agent Health Report updated?
A: It updates in real time as agents check in, ensuring you always see the most current status.
Q: How do I generate, filter, and export the report?
A: Navigate to Reports > Monitoring > Agent Health, select filters (time period, site, customer, or agent), then click Generate. The report can be exported as PDF for sharing or further analysis.
Q: Can I schedule regular delivery of the Agent Health Report?
A: Yes. Reports can be automatically scheduled for delivery to technicians or managers at custom intervals.
Q: Why might the Agent Health Report show poor health while the Customer Health Report shows 100%?
A: Because they analyze different data:
Agent Health → looks at individual device metrics and alerts.
Customer Health → summarizes alert counts at the customer/site level.
This can lead to differences in health percentages.
Q: Can I exclude retired or decommissioned devices?
A: Yes. Use the “Exclude retired devices” filter to focus the report only on active endpoints.
Q: What troubleshooting steps should I take if agents show as offline or unhealthy?
A:
Check the device’s network connection
Ensure the Atera Agent service is running
Confirm the agent version is up to date
Review device logs for errors
If issues persist, contact support
Q: Can I compare agent health across multiple sites or customers?
A: Yes, by applying site or customer filters, you can review and compare device health across different parts of your managed environment.
Customer Health Report
For more details, see our Customer Health Report.
Q: What does the Customer Health Report provide?
A: It summarizes device health and alert status per customer or site, showing online/offline devices, alert counts, and overall health scores to help you manage environments efficiently.
Q: How is the health score calculated?
A: The score is based on:
Number and type of alerts triggered (from threshold profiles)
Active alerts still unresolved
Device status (online/offline)
Alert severity (critical vs. warning)
The result is a real-time, aggregate view of overall customer health.
Q: What types of alerts are tracked?
A: The report includes alerts defined in threshold profiles, such as:
SNMP alerts
TCP/HTTP monitoring
Generic device monitoring
It does not track antivirus status by default unless you add custom script-based monitoring.
Q: How do I generate, filter, and export the report?
A: Go to Reports > Operational Reports > Monitoring > Customer Health, select the customer, site, and time period, then click Generate. Results can be exported to PDF or Excel for analysis or sharing.
Q: Why might “Top Historical Alerts” be missing?
A: This section only shows alert groups with two or more identical alerts in the chosen period. If no duplicates exist, the section will appear empty—this is expected behavior.
Q: How current is the data?
A: The report updates in real time as agents check in and alerts are processed, ensuring up-to-date insights.
Q: Can I exclude retired or decommissioned devices?
A: Yes. Use the “Exclude retired devices” filter to focus on active endpoints only.
Q: Where can I view specific alert or device details?
A: For detailed insights, check the Alerts tab in the Atera portal and review threshold profile configurations for each monitored device.
Q: What should I do if the health score looks incorrect or unexpected?
A:
Verify device connectivity
Review threshold settings
Confirm agents are up to date
Check device logs for alert causes
Q: Can I track historical trends or compare multiple sites/customers?
A: Yes. Run the report for different time periods to compare health trends across multiple customers or sites.
System At-a-Glance Report
For more details, see our System At-a-Glance Report.
Q: What does the System At-a-Glance Report provide?
A: It gives a comprehensive overview of your network health, including device statuses, agent connectivity, alerts, and resource usage (CPU, memory, disk), so you can quickly assess and manage your IT environment.
Q: How do I generate, filter, and export the report?
A: Go to Reports > Monitoring > System At-a-Glance, set filters such as device type or status, then generate the report. Results can be exported in Excel or PDF for sharing or documentation.
Q: How current is the data?
A: The report updates in real time as agents check in and metrics are collected, making it reliable for daily monitoring.
Q: Can I schedule automatic delivery of this report?
A: Yes. You can schedule the report for regular email delivery to technicians or contacts. If delivery fails, contact support with recipient details; manual generation always works.
Q: What troubleshooting steps should I take if scheduled delivery fails?
A:
Confirm recipient emails are not blocked or blacklisted
Try rescheduling the report
If unresolved, contact support with your access token and delivery details
Q: Can I view device-level details in this report?
A: Yes. The report includes IP, OS, agent version, last check-in, and other device-specific data for deeper troubleshooting.
Q: What happens with retired devices?
A: Devices marked as retired are excluded for accuracy. If they come back online, they reappear as active.
Q: Are historical trends or comparisons available?
A: The report shows real-time and point-in-time data, but you can re-run it across different time periods to analyze changes or trends.
Q: Who can receive scheduled reports?
A: Scheduled reports can be sent to technicians or enabled contacts, including external recipients if set up in custom reporting.
Q: What are best practices for using this report?
A:
Monitor device health proactively
Investigate alerts early
Optimize resource usage
Pair with other operational/analytical reports for a holistic IT view
Service Level Agreement (SLA) Report
For more details, see our Service Level Agreement (SLA) Report.
Q: What does the SLA Report provide?
A: The SLA Report gives an overview of SLA compliance, tracking response and resolution times against defined SLA targets, highlighting tickets that are within SLA or have breached it for your customers or contracts.
Q: How do I generate, filter, and export the SLA Report?
A: Go to Reports > SLA > SLA Compliance, select the time period, customer, and SLA profile, apply any filters, then generate the report. You can export it to PDF or Excel for further analysis or sharing.
Q: How is SLA compliance calculated?
A: Compliance compares actual response and closure times against SLA targets, showing percentages of tickets responded to, closed, open but within SLA, and breached.
Q: How are pending tickets treated?
A: Tickets marked “Pending” or “Awaiting Customer Response” pause the SLA timer. Time spent waiting on the customer does not count against SLA metrics.
Q: What ticket details are included in the report?
A: The report shows ticket ID, title, creation date, assigned technician, time to first response, SLA compliance status, and other relevant metrics.
Q: Can I schedule automated delivery of the SLA Report?
A: Yes, you can schedule the report to be emailed automatically on a weekly or monthly basis to technicians or other contacts.
Q: Are business hours, weekends, and holidays considered?
A: SLA countdowns only run during defined business hours. Tickets created outside these hours start the timer at the next business opening. Weekends and holidays are excluded based on your calendar settings.
Q: Can SLA policies be customized or applied conditionally?
A: Yes, SLAs can trigger based on ticket priority or technician group, so the countdown begins only after defined conditions are met.
Q: How can I identify tickets that have breached SLA?
A: The report highlights total breached tickets, percentage, and lists the specific tickets so you can investigate causes and take corrective action.
Q: What are best practices for using this report?
A: Regularly review SLA trends, ensure SLA policies reflect real support scenarios, and use the report to improve team responsiveness, resource allocation, and customer satisfaction.
Q: What does “Tickets” represent in the SLA Report?
A: This is the total number of tickets included in the report for the selected time period, customer, and SLA profile.
Q: How is “Tickets Responded” calculated?
A: This counts all tickets that received a first response from a technician within the selected period. The percentage reflects the proportion of responded tickets relative to the total tickets.
Q: How is “Tickets Closed” calculated?
A: This counts all tickets closed within the selected period. The percentage shows how many of the total tickets were closed.
Q: What does “Responded Within SLA” mean?
A: This counts tickets where the first technician response occurred within the SLA-defined response time. The percentage shows the share of total tickets meeting the SLA response target.
Q: What does “Closed Within SLA” mean?
A: This counts tickets that were fully resolved or closed within the SLA-defined resolution time. The percentage shows how many tickets met the SLA closure target.
Q: What are “Tickets Within SLA”?
A: These are tickets that are currently open and have not yet exceeded the SLA resolution or response time. The percentage reflects their share of all tickets.
Q: How is “Tickets Breaching SLA” calculated?
A: This counts tickets whose SLA has expired for either first response or closure. The percentage shows the proportion of all tickets that are currently breaching SLA.
Q: What does “Total ‘First Response’ Exceeded” mean?
A: This is the total sum of the time by which technicians’ first responses exceeded the SLA target, aggregated across all tickets.
Q: What does “Total ‘Closed Ticket’ Exceeded” mean?
A: This is the total sum of the time by which ticket closures exceeded the SLA-defined resolution time, aggregated across all tickets.
Top Load Customers Report
For more details, see our Top Load Customers Report.
Q: What does the Top Load Customers Report display?
A: It identifies customers with the highest ticket loads, showing total tickets, average ticket duration, and support allocation per customer or site.
Q: How is ticket data filtered in this report?
A: You can set the time period, number of items to display, and filter by billable or non-billable tickets. Only tickets with time entries are included in duration metrics.
Q: How do I generate and export the report?
A: Go to Reports > General > Top Load, select your parameters, and click Generate. Use the Export dropdown to download as Excel or PDF.
Q: Can the report be scheduled for regular delivery?
A: Yes, you can schedule automated, recurring delivery to technicians’ or users’ inboxes at your preferred day and time.
Q: What are the key metrics included?
A: The report shows ticket counts, support duration, support percentage per customer or site, and average ticket duration for the selected period.
Q: Can I compare sites as well as customers?
A: Yes, the report allows breakdowns by both customer and site to compare workload across your organization.
Q: Are closed, open, and pending tickets all included?
A: The report focuses on tickets opened during the selected timeframe; average duration and support percentages are calculated from the associated time entries.
Q: Are there limitations on data range or items shown?
A: You can select preset or custom date ranges and adjust the number of items (e.g., top 3, 5, 10, 20, or 50 customers/sites) for targeted analysis.
Q: Can I filter for only billable or non-billable time?
A: Yes, use the Billable filter to display all, billable, or non-billable durations for more precise insights.
Q: What’s the difference between Top Load and Load Analysis reports?
A: Top Load focuses on tickets opened (with time entries) per customer or site during the selected period, while Load Analysis tracks overall system workload and its daily fluctuations.
Load Analysis Report
For more details, see our Load Analysis Report.
Q: What does the Load Analysis Report provide?
A: It gives a comprehensive view of system workload, tracking ticket volume, average ticket duration, backlog counts (open/pending tickets), daily trends, and ticket arrival times to monitor resource use and efficiency.
Q: How do I generate and export the report?
A: Navigate to Reports > General > Load Analysis, select your time period, customer/site, and ticket parameters, then click Generate. Export options include Excel and PDF.
Q: What metrics are included in the report?
A: Metrics include open, closed, and backlog ticket counts by day, average time spent per ticket, and daily arrival and resolution trends for detailed workload analysis.
Q: How current is the data and how often is it updated?
A: Data is updated approximately every 12 hours. Tickets recently closed or deleted may temporarily appear in backlog until the next update cycle.
Q: Can I filter by billable/non-billable time and priorities?
A: Yes, filters allow you to view billable vs. non-billable durations, ticket priority, site, customer, impact, and other fields for targeted analysis.
Q: Does the report analyze tickets by arrival time?
A: Yes, it provides breakdowns by hour and day for open and closed tickets, helping identify busy periods and resolution patterns.
Q: What’s the difference between Load Analysis and Top Load Reports?
A: Load Analysis shows overall workload trends and daily dynamics, while Top Load focuses on ticket volume and time spent per customer or site for a specific period.
Q: Can I schedule this report for recurring delivery?
A: Yes, scheduled delivery is supported. Set recurrence preferences and recipients in the scheduling tab for automated distribution.
Q: What happens to tickets with custom statuses?
A: Custom statuses, like “Pending,” may appear in backlog rather than in their own column due to a current reporting limitation being investigated.
Q: Are real-time views available?
A: The Load Analysis Report is not real-time. For the latest stats, generate the report immediately before review or use operational dashboards for daily monitoring.
General Report
For more details, see our General Report.
Q: What does the General Report provide?
A: It summarizes ticket metrics, including opened, closed, pending, resolved, and backlog tickets within a selected period. The report also breaks down tickets by source, customer rank, product, and type, showing both counts and percentages for each category.
Q: How do I generate and filter the report?
A: Navigate to Reports > General > General Report, select your desired time period, and apply filters such as ticket source, customer, or product. You can generate and export the report in Excel or PDF for further analysis.
Q: What metrics are included in the report?
A: Metrics include:
Number of tickets opened, in backlog, pending, resolved, and closed
Tickets by source (email, alert, phone, portal, API, etc.)
Customer rank (Gold, Silver, Normal, Blocked)
Product and product family
Ticket type (Incident, Problem, Request, Change)
Q: Can I view tickets broken down by product or customer rank?
A: Yes, the report provides breakdowns by product family, customer rank, and other custom ticket fields if configured.
Q: How is backlog calculated in the General Report?
A: Backlog includes all Open and Pending tickets unclosed or unresolved at the time the report is generated.
Q: How up-to-date is the data in the report?
A: The report updates approximately every 12 hours. Tickets recently closed or deleted may still appear in Backlog until the next update cycle.
Q: Can I schedule the report for regular delivery?
A: Yes, you can set up automated delivery for daily, weekly, or monthly intervals to specified email addresses.
Q: Why do ticket counts sometimes differ from other reports?
A: Each report uses different date fields and calculation logic (e.g., resolution date, closed date, time entries), which can cause discrepancies if tickets are reopened, closed, or resolved across different periods.
Q: What should I do if data seems missing or inaccurate?
A: Verify your filters and date range settings. If discrepancies persist, contact support, as data sync or configuration issues may be involved.
Q: How can I use this report to improve support operations?
A: Use it to identify trends in ticket sources, types, and statuses, optimize staffing, pinpoint recurring issues or products, and focus on customer segments that require additional attention or training.
Customer Profitability Report
For more details, see our Customer Profitability Report.
Q: What does the Customer Profitability Report show?
A: It provides metrics on customer profitability, such as monthly price, price over a selected period, total time worked (including off-SLA hours), ticket count, average time per ticket, and average price per ticket/hour, allowing a clear comparison of profitability across customers.
Q: How do I generate and filter the Customer Profitability Report?
A: Navigate to Reports > Profitability > Customer Profitability, select your time period and customer, and click Generate; the report currently only supports viewing one customer at a time and can be exported to Excel or PDF.
Q: How is profitability calculated, and why might it show $0 for a customer?
A: Profitability is based on billable time entries with set rates; if time entries lack a rate (at technician, contract, or manual entry level), they’re treated as non-billable and will result in $0 profit on the report.
Q: Can I schedule the report for regular delivery?
A: Yes, you can set up the report for automated delivery to customer or technician inboxes at your desired frequency.
Q: Does the report support bulk export for all customers at once?
A: No, currently you must run the report separately for each customer and merge data externally if needed.
Q: Why can’t I view my “top 10 profitable clients” without specific contracts?
A: Only customers with an active contract (like a retainer or flat-fee) are included in the profitability report, so each client must have the correct contract set up.
Top Retainer Customers Report
For more details, see our Top Retainer Customers Report.
Q: What does the Top Retainer Customers Report show?
A: It highlights top retainer clients by displaying customer name, total tickets, total duration, total price for the selected dates, average price per ticket, and average price per hour, allowing you to assess contract performance and profitability.
Q: How do I generate and filter the report?
A: Navigate to Reports > Classic Reports > Top Retainer Customers, select your desired time period and number of items to display, and click Generate to view results.
Q: What metrics are included in the report?
A: The report displays:
Customer Name
Total Tickets
Total Duration (hours logged on closed tickets)
Price for the selected dates
Average Price per Ticket
Average Price per Hour
Q: Can I export and share this report?
A: Yes, you can export the report to Excel or PDF using the Export dropdown at the top-right corner of the page.
Q: Can I schedule recurring delivery of this report?
A: Yes, the report can be scheduled for automated delivery to contacts or technicians at your preferred interval.
Q: How is “Price For Dates” calculated?
A: This is based on the value of the default retainer (flat fee) contract assigned to the customer, multiplied by the number of billing periods that fit into the selected report date range. For example, if your contract is billed monthly, the monthly retainer is multiplied by the number of months in the selected period.
Q: How is Average Price Per Ticket calculated?
A: Divide the total price for the selected dates (from the default retainer contract) by the total number of tickets closed for that customer during the same period. This gives a per-ticket average using only tickets associated with that contract.
Q: How is Average Price Per Hour calculated?
A: Divide the total contract price for the selected period (from the default retainer contract) by the total hours logged on closed tickets associated with that contract during the same timeframe. This shows your average earning per hour for that customer and contract combination.
Bottom Retainer Customers Report
For more details, see our Bottom Retainer Customers Report.
Q: What does the Bottom Retainer Customers Report show?
A: It identifies your least profitable customers under retainer contracts, displaying customer name, total tickets, total duration (hours), price for the selected dates, average price per ticket, and average price per hour.
Q: How do I generate and filter this report?
A: Navigate to Reports > Profitability > Bottom Retainer Customers, select your desired time period and number of items to display, and click Generate to view the results.
Q: Which metrics are included in the report?
A: The report covers:
Customer Name
Total Tickets
Total Duration (hours logged on closed tickets)
Price for the selected dates
Average Price per Ticket
Average Price per Hour
Q: Can I export and share this report?
A: Yes, you can export the report to Excel or PDF using the Export dropdown at the top-right corner of the page.
Q: Can I schedule recurring delivery of this report?
A: Yes, you can set up automated scheduled delivery to customer or technician email inboxes using the scheduling feature.
Q: How is “Price For Dates” calculated?
A: Multiply the value of the default retainer contract assigned to the customer by the number of billing periods that fall within the selected date range.
Q: How is Average Price Per Ticket calculated?
A: Divide the total price for the selected dates by the total number of tickets closed for that customer during the selected period.
Q: How is Average Price Per Hour calculated?
A: Divide the total contract price for the selected period by the total hours logged on closed tickets associated with that contract within the same timeframe.
Customer Periodic Report
For more details, see our Customer Periodic Report and Customer Periodic report logic.
Q: What does the Customer Periodic Report show?
A: It provides a comprehensive overview of customer activity over a selected period, including ticket metrics, system health scores, update and patching statuses, automation activities, and device performance indicators.
Q: How do I generate and filter this report?
A: Navigate to Reports > Profitability > Customer Periodic, select the desired time period and customer, and click Generate. You can filter for specific periods, exclude retired devices, and export the report to Excel or PDF.
Q: Which metrics are included in the report?
A: The report includes:
Tickets: Opened, closed, and backlog per day.
System Health Scores: Overall system health, server score, workstation score, disk score, and server availability.
Update & Patch Statuses: System checklist completion and patch scores.
Automation Activities: Tasks executed via IT automation profiles.
Device Performance Indicators: Agent/device status, including alerts and availability.
Q: How is the Overall System Health score calculated?
A: The score starts at 100 and is adjusted based on the following event types:
Agent Offline: Score set to 0.
Critical Performance Alert: -15%.
Warning Performance Alert: -10%.
Hardware/Disk Alert: -10%.
Hardware/Disk Alert on System Drive: -20%.
Exchange Alert: -20%.
General Alert (Service Down): -20%.
General Alert (Windows Event): -5%.
Fatal Windows Event Alert: -10%.
Example: If a customer has three agents with varying issues, the overall system health is calculated by averaging the adjusted scores of each agent.
Q: How is the Patch Score determined?
A: The patch score is the percentage of installed updates versus all available updates across all agents.
Example: If Customer A has two agents with a total of six updates, and three are installed, the patch score is 50%.
Q: How is the Disk Score calculated?
A: Each disk receives a score based on its free space percentage:
≤10% free space: Score = 50.
≤25% free space: Score = 75.
>25% free space: Score = 100.
The disk score in the report is the average score of all disks for each agent of that customer.
Q: How is Server Availability calculated?
A: Server availability is the average score based on the length of time the server had no alerts during the selected period.
Example: If Server 1 had 2 alerts totaling 11 hours and Server 2 had 3 alerts totaling 15 hours, the availability scores are calculated by subtracting the alert durations from the total time and averaging the results.
Q: Can I exclude retired devices from the report?
A: Yes, you can exclude devices flagged as 'retired' in admin settings. To define a 'retired device', go to Admin > Settings > Devices.
Q: How up-to-date is the data in the report?
A: Data reflects the selected period and is updated at the time of report generation. Metrics like system health, patching, and automation are current as of the last agent check-in.
Q: Can I schedule regular delivery of the report?
A: Yes, you can schedule the Customer Periodic Report for automatic delivery to customers or technicians on a chosen day and time.
Q: How can I use this report to improve support operations?
A: Analyze trends in system health, patching, and automation activities to proactively address issues, optimize resource allocation, and enhance service delivery.
Products & Expenses Report
For more details, see our Products & Expenses Report.
Q: What does the Products & Expenses Report show?
A: It summarizes all products and expenses linked to tickets within a selected time period. The report includes product/expense name, category, quantity, price, total, discounts, associated ticket, customer, contract, and technician. You can also view breakdowns by date, category, and technician to track sales, costs, and profitability.
Q: How do I generate and filter the Products & Expenses Report?
A: Go to Reports > Profitability > Products and Expenses, select the type (Products or Expenses), time period, technician(s), customer(s), and contract(s), then click Generate. Use filters to narrow the results, and export to Excel or PDF if needed.
Q: What summary data is included?
A: The report provides totals for sales, item quantities, and amount spent. It also gives insights by date, category, and technician. Hover over charts to see exact numbers for deeper analysis.
Q: How are products and expenses added and linked to tickets?
A: Products and expenses are manually added to tickets by technicians or admins, either individually or via ticket actions. Fields populated include description, category, SKU, price, quantity, discount, total, and purchase date, ensuring complete billing and audit trails.
Q: Can I track product or expense trends?
A: Yes. Breakdown by date, category, and technician allows you to monitor sales trends, detect high-volume categories, or identify top-performing staff.
Q: Can I generate the report for a specific contact rather than the whole customer?
A: No, filtering is available by customer only. For contact-level analysis, export to Excel and filter there, provided the contact is the main assignee on their tickets.
Q: What should I do if data is missing or a ticket’s product doesn’t appear?
A: Check that the product or expense was added within the selected date range and that you are filtering by the correct customer. Also, only MSP accounts have access to this report.
Q: Can IT Department accounts use this report?
A: No. This report is only available to MSP subscription accounts, not IT Department type accounts.
Q: Can I schedule regular delivery of the Products & Expenses Report?
A: Yes. You can schedule automated email delivery on a weekly or monthly basis to any customer or technician.
Q: Are there limitations or special notes to be aware of?
A: Some limitations include:
Filtering by contact is not supported.
Product/expense management from IT Department accounts is disabled.
Features may be limited if QuickBooks or Xero integration is active.
Block Contracts Balance Report
For more details, see our Block Contracts Balance Report.
Q: What does the Block Contracts Balance Report show?
A: It provides a detailed overview of block contract usage, including remaining hours, used hours, total allocated hours, ticket drill-down, overage (if applicable), and contract status—helping track customer consumption and plan for renewals.
Q: How do I generate and filter the Block Contracts Balance Report?
A: Go to Reports > Profitability > Block Contracts Balance, select the customer, contract, and time period, then click Generate. You can filter by contract and export results to Excel or PDF.
Q: What metrics are included in the report?
A: Metrics include contract name, total hours, used hours, remaining hours (balance), ticket summary, work hours per ticket, ticket status, and notifications for high contract usage thresholds (80% and 95%).
Q: Which tickets are visible in the report?
A: Only tickets with Closed or Resolved status during the selected period are included. Pending or open tickets are excluded.
Q: Can I schedule the Block Contracts Balance Report for regular delivery?
A: Yes. You can schedule automated delivery on a weekly or monthly basis to technicians or customers via email.
Q: How is the balance calculated?
A: Balance = Total Contracted Hours – Hours Used. If rollover is enabled, unused hours carry over to the next period.
Q: What should I check if no data is displayed?
A: Confirm that:
Contracts are active
Time entries are properly logged
Ticket statuses are correct
The contract type is set to Block Hours
Incorrect settings or misconfigured contracts can prevent data from appearing.
Q: Why can’t I select certain contracts in the report?
A: Only Block Hour contracts are supported. Retainer/Flat Fee or inactive contracts do not appear and cannot be selected.
Q: Can multiple contracts for one customer be tracked?
A: Yes. You can filter and review multiple block contracts per customer for a comprehensive view of usage and remaining hours.
Q: What are common limitations or considerations?
A: The report is exclusive to MSP accounts, requires accurate contract and time entry association, and only includes active block-type contracts.
Q: Can a customer see reports in the customer portal?
A: Customers can log in to the portal to view and track tickets and access the knowledge base, but they cannot directly access operational or analytical reports; reports are instead delivered via scheduled email if desired.
Q: Is there a report that will show me all the programs installed by my agents? Is it also possible to use the report to uninstall certain programs?
A: Yes, the Software Inventory report displays all installed software and allows you to uninstall programs from one or multiple devices directly from the report.
Q: Is there a report that will allow me to install updates on my devices?
A: The Patch Search & Deploy and Patch Status Summary reports let you see devices’ update status and install missing Microsoft patches or software updates right from the report.
Q: Is there a way I can create customized reports?
A: Yes, with Analytical Reports (Explore), you can build fully custom reports and dashboards using your own chosen datasets and fields.
Q: Is there a report that will allow me to check the Office/OS keys from my devices?
A: The Microsoft Licensing report includes Office and Operating System keys information for your devices.
Q: Can I export operational reports?
A: Yes, operational and analytical reports can be exported in Excel, detailed Excel, or PDF formats.
Q: Can I schedule reports to be sent to technicians or to end users on a set date?
A: Yes, you can schedule both operational and analytical reports to be automatically emailed on a recurring schedule (daily, weekly, monthly) to technicians or customers.
