Reports Overview
Reports give you a consolidated view of your operational and financial metrics — ticket performance, revenue, profitability, and time utilization — across a selectable time period.
Overview
The Reports module lets you:
- See a high-level summary of tickets, revenue, billable hours, and active clients on the Overview page.
- Drill into dedicated reports for Tickets, Revenue, Profit & Loss, Revenue by Client, Expenses, and Time.
- Filter each report by a time period (the exact options vary by report — see the table below).
- Export reports to CSV — the operational reports (Tickets, Revenue, Time) and the financial reports (Profit & Loss, Revenue by Client, Expenses), plus a PDF of the Profit & Loss statement.
- Save an operational report's configuration so you and your team can re-run it later (see Saved reports).
- Have a report generated and emailed on a recurring schedule via Scheduled Delivery (Professional and Enterprise plans).
Access to the entire Reports section requires the reports.read permission. If you don't have it, the section is hidden from the sidebar.
Navigate to Reports
In the left sidebar, open the Reports section. It contains the following items:
| Report | Path | What it shows | Period options |
|---|---|---|---|
| Overview | /reports | Summary stats and links into the detailed reports | Last 7 days, Last 30 days, Last 90 days, Last 12 months |
| Tickets | /reports/tickets | Ticket volume, response/resolution times, and agent performance | Last 7 days, Last 30 days, Last 90 days, Last 12 months |
| Revenue | /reports/revenue | Revenue by client and service type, plus monthly recurring revenue | Last 30 days, Last 90 days, Last 12 months, Year to date |
| Profit & Loss | /reports/profit-loss | Revenue vs. expenses with period-over-period comparison | Monthly, Quarterly, Yearly |
| Revenue by Client | /reports/revenue-clients | Revenue broken down by client from paid invoices | Last 30 days, Last 90 days, Last 12 months, Year to date |
| Expenses | /reports/expenses | Expenses grouped by category, vendor, or period | Last 30 days, Last 90 days, Last 12 months, Year to date |
| Time | /reports/time | Time tracking and billable vs. non-billable utilization | Last 7 days, Last 30 days, Last 90 days, Last 12 months |
| Scheduled Delivery | /reports/scheduled | Recurring email delivery of any report as a CSV attachment | Daily, Weekly, Monthly cadence |
The Overview page
The Overview page (/reports) opens with a period selector in the top-right corner. Choose from Last 7 days, Last 30 days (default), Last 90 days, or Last 12 months — every metric on the page recalculates for the selected period.
Summary stat cards
Four cards summarize the selected period. Each shows a percent-change indicator comparing it to the previous comparable period.
| Card | Value | Secondary detail |
|---|---|---|
| Tickets Resolved | Resolved / total tickets | Average response time (hours) |
| Revenue Collected | Amount collected | Amount invoiced |
| Billable Hours | Billable hours | Billable rate (percentage) |
| Active Clients | Active client count | New clients this period |
Detailed Reports links
A Detailed Reports card provides quick links into three reports:
- Ticket Reports — volume, response times, resolution rates, and agent performance.
- Revenue Reports — revenue by client, service type, and monthly recurring revenue.
- Time Reports — time tracking by user, client, and billable vs. non-billable.
Use the sidebar to reach the financial reports (Profit & Loss, Revenue by Client, Expenses), which are not linked from this card.
Quick Insights
Two panels at the bottom of the page surface highlights for the selected period:
- Top Performing Agents — ranked by tickets resolved, with average resolution time. A View Full Report button opens the Tickets report.
- Top Revenue Clients — ranked by total revenue, with a growth indicator. A View Full Report button opens the Revenue report.
Exporting reports
Export behavior differs by report:
| Report | Export options |
|---|---|
| Profit & Loss | CSV and PDF download |
| Revenue by Client | Export CSV |
| Expenses | Export CSV |
| Tickets, Revenue, Time | Export downloads the report as a CSV file |
To export a report, open it from the sidebar, choose the period (and grouping, on the Expenses report), then click the relevant export button. The file downloads to your browser with a name that includes the report type and the current date (for example tickets-report-2026-06-15.csv). The operational CSVs contain a summary table followed by the report's main breakdown tables.
Exporting the Tickets, Revenue, and Time reports requires the reports.export permission.
Saved reports
On the Tickets, Revenue, and Time reports you can click Save to store the report's current configuration (its type and selected period) under a name. Saved reports are shared across your organization — any teammate who can view reports sees the same set.
Saved reports appear in a Saved Reports card on the Overview page (the card is hidden when there are none). For each one you can:
- Run — open the underlying report pre-set to the saved period.
- Delete — remove the saved report for everyone in the organization.
Saving a report requires the reports.create permission, and deleting one requires reports.delete.
Tips
- The Overview cards and Quick Insights are a starting point — use the dedicated reports for the full breakdowns (by client, agent, service type, category, and trend).
- For period-over-period financial comparisons and a downloadable statement, use the Profit & Loss report, which also offers a PDF export.
- For deeper operational dashboards (team performance, SLA compliance, client health, feedback), see the Analytics overview.
- Revenue and Profit & Loss figures are driven by your invoices and expenses; see the Billing overview for how those records are created.