Using default reports

An overview of the default reports available in and what insights you'll gain from them.

Manish Balaji avatar
Written by Manish Balaji
Updated over a week ago

Default reports are an easy, instant way to get insights about common metrics like alerts, performance, etc with zero effort.

To check out default reports, go to Modules > Reports. Here, you’ll find a bunch of pre-designed reports to get you started with your analysis. You can also make custom reports with the metrics that matter most to your business.

Here's a list of all the default reports available in and what insights they bring you:

  1. Performance Snapshot

    In this report, you can find a comprehensive view of your IT environment's performance over the last 30 days, including alerts and help desk activity. This will be an everyday dashboard for MSPs, where they will be able to visualize connections between the alerts vs tickets received.

2. Risk Management Report

The risk management report will show you all inoperable assets in your IT environment over the last 30 days and the age of the assets from clients to help you decide which assets will require proactive maintenance. You can see the count of assets that are not fully patched across all your clients split by platform category. This will enable you to evaluate the security posture of your client's IT systems, identify security gaps, and recommend appropriate security measures to reduce risk.

3. Alerts Report

This report summarizes the details of all the triggered alerts in the last 30 days. You can see the total number of alerts that were triggered, the number of open alerts that might need your attention, and the total number of resolved alerts. Look at the alert load received during each day over the last 30 days to connect recurring highs and lows to create alert traffic patterns. You can also see the alerts based on their severity, type, and alerts triggered by specific manufacturers.

4. Helpdesk Activity Report

Get a summary of all help desk tickets created, resolved, and opened in the last 30 days, including response times and resolution rates. With this report, you can determine how effective and efficient your help desk is at providing quality and timely support to your clients.

Find out where most of your tickets come in, and view the ratio among the ticket statuses like new, assigned, closed, etc. With information like first response time, ticket closure rate, and time to resolution, you can tell how prompt your technicians are when resolving tickets. Capabilities like ticket volume trends, technician ticket handling, and ticket load analysis will help you forecast the behavior of ticket inflows and plan your resources accordingly.

5. Technician Activity Report

See how your technicians are performing with the technician activity report. You can see how many tickets a technician has closed or currently has assigned, their respective billable hours clocked, and the hours that are waiting to be audited to get added to the invoice. With metrics like labor revenue and total billable vs. non-billable hours logged, you will know how much money they are bringing in, giving you the insights you need to utilize them effectively.

6. Alerts Trend Analysis

This report gives you a deep dive into alert patterns and trends over time, based on severity and type, revealing recurring issues and areas for potential improvements.

7. Helpdesk Ticket Trends

Know what’s the most common resolution time and how your helpdesk is performing against the volume of tickets they receive, with capabilities like ticket load/closure, the average response to resolution time by a technician, and how many tickets are handled per technician. One glance at these trends will give you insights into ticket traffic patterns and how well your team’s handling them.

8. Billing Summary Report

This will give you an overview of your billing history and invoice information. Monitor cash flow with the invoice count and the total billing amount paid. Get a bird’s eye view of the invoices in your system, with an overall summary of billing for your clientele so you’re on top of overdue payments.

9. Software Asset Report

In this report, you will see a list of all the software in all the assets in your IT environment.

Note: You can use the Client filter on top to narrow down your data. The Date filtering may only be applicable across some of the dashboards as we track the metrics on a real-time basis to give you up-to-date results.

You can download your reports in PDF format or share them by email with your clients. You can also schedule them to be delivered at a later date. To know more about how to share the reports, check out this document.

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