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Reporting Dashboard

PSA includes 30+ built-in report templates and a custom report builder. Reports cover service desk health, technician performance, SLA compliance, revenue, and profitability.

Default Dashboards​

Service Desk Health​

The main service desk dashboard shows:

  • Open ticket count — total tickets by status and priority
  • Ticket volume trend — tickets created vs. resolved over time
  • SLA compliance rate — percentage of tickets meeting response and resolution targets
  • Average first response time — mean time to first technician reply
  • Average resolution time — mean time from creation to resolution
  • CSAT score — customer satisfaction average from post-resolution surveys

Technician Performance​

Per-technician metrics:

  • Tickets resolved this period
  • Average resolution time
  • SLA compliance rate
  • Billable hours and utilization percentage
  • Customer satisfaction score
  • Open ticket backlog

SLA Compliance​

Detailed SLA analytics:

  • Compliance by priority level
  • Compliance by queue and team
  • Compliance by client
  • Breach trends over time
  • Most common breach reasons

Financial​

Revenue and billing analytics:

  • Monthly recurring revenue (MRR) and trends
  • Revenue by client, service type, and contract
  • Accounts receivable aging
  • Invoice status breakdown
  • Profitability by service type (revenue minus labor cost)
  • Budget vs. actuals

Building Custom Reports​

Go to Reports → Builder to create custom reports:

  1. Choose a data source — tickets, time entries, invoices, clients, contracts, or a combination
  2. Select fields — pick which columns to include (drag and drop)
  3. Add filters — narrow the data (date range, client, queue, status, etc.)
  4. Group and aggregate — group by client, technician, or time period; aggregate counts, sums, or averages
  5. Choose visualization — table, bar chart, line chart, pie chart, or KPI card
  6. Save — give the report a name and save to your report library

Custom reports are available to the creator by default. Share reports with your team by publishing them.

Key Metrics​

MetricWhat it measuresWhy it matters
First response timeTime from ticket creation to first replyMeasures how quickly clients get acknowledged
Resolution timeTime from creation to resolved statusMeasures end-to-end service delivery
Ticket volumeTickets created per periodIdentifies trends and staffing needs
SLA breach ratePercentage of tickets that miss SLA targetsMeasures service quality against commitments
UtilizationBillable hours / total available hoursMeasures revenue efficiency per technician
CSATCustomer satisfaction score (1–5)Measures client happiness with service quality
MRRMonthly recurring revenueMeasures predictable revenue from contracts
ProfitabilityRevenue minus labor cost per client or serviceIdentifies which clients and services are profitable

Exporting Reports​

Export any report from the report viewer:

FormatUse case
CSVImport into spreadsheets for further analysis
PDFFormatted report for client-facing QBR presentations
ExcelStructured export with formulas and formatting preserved

Click the Export button in the top-right of any report view.

Scheduled Report Delivery​

Automate report distribution:

  1. Open the report you want to schedule
  2. Click Schedule
  3. Configure:
    • Frequency — daily, weekly, monthly, or quarterly
    • Recipients — email addresses (team members or external)
    • Format — PDF or CSV attachment
    • Day and time — when the report should be generated and sent
  4. Save the schedule

Scheduled reports run automatically and email the results to recipients.

💡

Schedule a weekly SLA compliance report to your service desk manager and a monthly revenue report to the business owner. Automated reporting keeps leadership informed without manual effort.

QBR Reports​

PSA includes a Quarterly Business Review template designed for client presentations:

  • Client health score and trend
  • Ticket volume and resolution metrics
  • SLA compliance summary
  • Top issues and recommendations
  • Financial summary (hours billed, outstanding invoices)

Generate QBR reports from Reports → Templates → Quarterly Business Review, select the client and date range, and export as PDF.

Year in Review​

The Year in Review dashboard (Reports → Year in Review) provides an annual summary:

  • Total tickets handled
  • Overall SLA compliance
  • Revenue and growth
  • Top clients by ticket volume and revenue
  • Team performance highlights
  • Year-over-year comparisons

Next Steps​