Two separate report families
The support side holds tickets, time spent and the load on the technical team. The sales side holds quotes, wins, losses and margin. They draw on the same database but live in separate tabs behind separate permissions.
Measurement
Reports
Support and sales reporting stay apart, and so do the roles that see them.
There are two report families: support reports cover tickets, time spent and team load; sales reports cover quotes, wins, losses and margin. They sit as two tabs on one screen because they are not open to the same people. The goal was set early: a customer should see a plain support summary of their own company only, while the internal team gets the detailed management view that compares customers. Accuracy here is a rule rather than a preference — how often a job changed hands shows up in the report without inflating the ticket count.
Counts do not inflate
Opening a linked task under a ticket, or handing the record to another engineer, never creates a new ticket. Total tickets and tickets per engineer count tickets and nothing else. Handovers and owner changes appear as lines in the work log, so you can follow how the job moved without the number growing.
Role separation reaches reports
Technical users see support reports, sales sees sales reports, and administrators and limited administrators see both. Sale price, cost and profit are not shown to technical users; gross margin opens only to an authorised user. A limited administrator's report is cut further to the customer scope assigned to that user: names, counts and totals of customers outside that scope never enter the report. The restriction is not a hidden menu item but a limit enforced in the API and query layer.
Report scope filters
Customer, status, category, owner and a start and end date sit on one row. Channel chips sit next to them: All, Email, Portal, Phone and Other. The Other chip groups in-person, internal, unknown and other records together, so work with an unclear origin is not blended into phone.
The owner filter
The owner filter takes three values: whole team, one person, or unassigned. Unassigned pulls out records nobody picked up. The same filter answers the workload question: you read how many open records sit with each person straight off the list.
A service report becomes an email
For a single ticket you get a service report you can print or save as PDF. For the closing message you can prepare a short summary, a technical report or a management summary draft. Sending is not direct: the report becomes a Draft, an authorised user Approves it, then it is Sent. The queue and its error log are visible under the email delivery tab in settings.
Excel-compatible CSV output
A filtered support report downloads as Excel-compatible CSV, carrying Owner, Work logs and Linked tasks columns. Sales and quote reports export the same way, with quote lines marked by revision number as R1, R2, R3. The Excel export no longer depends on the browser.
What the sales side measures
Quotes sent, won and lost amounts, win rate, open pipeline and gross margin sit on one screen. Loss reasons and the performance of each sales owner are calculated by period, customer and owner. Sales users also get a per-customer summary of total tickets, open tickets and the date of the last one, without the technical text being opened.
Deleted and cancelled records
Deleted and cancelled records are not quietly dropped from the report. They sit in a section of their own with the reason and the person behind it, which keeps the gap between two periods explainable.
How a monthly support report gets made
- 1You set the scopePick the customer, status and category, then give a start and end date. For a period report it is enough to choose a reference date and press the daily, monthly or yearly button.
- 2You narrow the channelChannel chips isolate work that came in by email, or portal records only. This is the step where you see which channel generates how much work.
- 3You look at ownersSwitch the owner filter from the whole team to one person. Unassigned puts the records nobody took during the period in front of you.
- 4You read the numbersThe top row gives total, completed and open or waiting tickets, plus total support time. Below it, category distribution and customer load charts. Because linked tasks do not add to these, the total is the real number of requests.
- 5You take the outputThe list downloads as Excel-compatible CSV with the Owner, work log and linked task columns included. To show one ticket to a customer, you take its service report as PDF.
- 6You turn it into an emailThe report enters the queue as a draft. An authorised person checks the content and approves it, then it is sent. The outcome, and any error, stay in the delivery log.
Frequently asked
Do linked tasks inflate my ticket counts?
No. Linked tasks and handovers never create a new ticket, so total tickets and tickets per engineer count tickets only. Handovers and owner changes appear as lines in the work log instead. You can see how many hands a job passed through without the number doubling.
Can the sales team read technical content?
No. A sales user gets a per-customer summary of total tickets, open tickets and the last ticket date; the problem text, the resolution and internal notes stay closed. It works the other way too: a technical user sees neither the sales report nor sale price, cost or profit.
Does a limited administrator see every customer?
No. A limited administrator reaches both report families, but the report is narrowed to the customer scope set for that user. Names, counts and totals of customers outside the scope do not enter the report.
Are scheduled reports, SLA risk and customer health scores available?
Those are planned, not working features today. A weekly and monthly report draft queue, engineer workload measured alongside SLA risk, a customer health score and the plain report view in the customer portal are all on the roadmap. Today you prepare the period report yourself and send it through the approval queue.
I pressed send — did the customer get the report?
The “accepted by SMTP” message in the interface is not a delivery guarantee; it only says the mail server took the message. For a definite answer, check the delivery log and, if needed, the recipient mailbox. SMTP settings, the connection check and the test email sit in an administrator-only tab.
What do reports look like in organization mode?
Same engine, different vocabulary: departments replace customers and reports sit in the Organization menu. The sales group does not exist on the organization surface, so sales and quote reports do not come up in that mode; support reports are what remains.
Who it helps
Team leads, MSPs presenting service reports to their customers, and managers tracking quote wins and gross margin period by period.
Related modules
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