Reports & Analytics

Open Reports in the team navigation to inspect workspace activity. Reports have defined metrics and filters; choose the report that answers your question, then apply a date range.

Access

Team report routes require view_all_requests. Some reports also require a plan feature. The available navigation reflects those feature checks.

A Reviews Report navigation entry also exists, but its current report does not load review records. Use the review information on the relevant request or organization when investigating actual feedback.

Apply dates and filters

1. Open a report.
2. Set the start and end dates.
3. Select the available filters and apply them.
4. Check both the summary and detailed breakdown before drawing conclusions.

Requests and timesheets support assignee/team member, client, organization, service, and tag filters. Response-time and team-performance reports have their own team member, client, organization, and service filters. Not every filter exists on every report.

Most reports initially show the last 30 days through today. Client profitability initially uses the current quarter. Check the dates whenever comparing two periods.

Requests report

Use the requests report to compare incoming work over time, the status distribution, and service distribution. Completion time uses the recorded completion timestamp where available.

The status-change metric is not populated because status transition history is not currently used to calculate it. Treat an unavailable metric as missing data rather than a zero activity score.

Average response time

This report groups public comments by author and calculates elapsed time from request creation to the comments included in the selected period. Internal comments are excluded.

This measure can help review public communication activity, but it does not isolate only each request's first reply or calculate final resolution time. Use SLA-specific metrics when reviewing turnaround targets.

Timesheets

1. Open Reports > Timesheets.
2. Choose the date range and relevant filters.
3. Review total hours, hours by team member, and hours by request.
4. Inspect the detailed entries for dates, descriptions, durations, billable flags, and tags.
5. Use the PDF download action when you need a copy.

Running timers are excluded from report totals. Stop a timer before expecting its time to appear in the completed totals. The detailed list is paginated; summary totals cover the matching records, not only the visible page.

Team performance and capacity

Use Team Performance to compare the report's member and summary metrics for the selected period. Plan access is required even when you have report permission.

Open Team capacity to review workload and availability using the capacity tools. Keep time estimates and assigned work current so the board reflects useful information.

SLA performance

Choose a date range to see turnaround performance and assignee breakdowns. Services need appropriate turnaround settings for the corresponding request tracking to be useful.

Ticket response and resolution SLA settings belong to the Tickets module; they are separate from service turnaround reporting.

Client profitability and account health

Open Client profitability to compare organization revenue with the cost of delivery and review account-health signals. Check billing records, tracked time, and configured cost information before interpreting a margin.

Account health describes the current account state, while the profitability figures use the selected reporting dates.

Prepare cost information

1. Open Reports > Team capacity, where your plan and permissions allow it.
2. Set an internal hourly Cost rate for each teammate whose tracked work should contribute a cost. Save each change.
3. Keep request time entries associated with the correct client organization, and stop running timers.
4. Return to Client profitability, select the reporting dates, and inspect any missing-cost warning.

The calculation uses the member's current cost rate. A member without a rate contributes zero cost, so an apparently high margin can reflect missing setup rather than unusually profitable work. Changing a rate can change the cost calculated for earlier time entries.

Revenue here is not the sum of every checkout or partial receipt. Cost includes recorded time without limiting it to billable entries. This is an operational comparison and does not include every business expense. See Capacity & SLA for the capacity board and Time Tracking for time entries.

Interpret account health

Health combines current open-request SLA breaches, overdue invoices, inactivity, and average request ratings. The report shows the contributing signals so you can investigate the underlying work or invoices.

Scores are labeled Healthy at 75 or above, At risk from 50 to 74, and Critical below 50. Accounts without enough operational history can show No activity. A low score is a prompt to review the account, not a prediction that the client will leave.

Export and troubleshooting

Timesheets provide a PDF report. For supported data exports such as requests, clients, services, and invoices, use Import & Export.

The reports area does not include a general custom report builder or scheduled report email delivery.

• Report missing: Check view_all_requests and the relevant plan feature.
• Empty results: Check the active workspace, dates, and filters.
• Time missing: Stop running timers and verify the entry dates and request association.
• Unexpected figures: Inspect the underlying records and metric definition before comparing periods.