Tracks average resolution time per techThis report tracks how long it actually takes to resolve tickets — not SLA targets, not “best case,” but real-world time from creation to completion. It shows resolution time in hours and days, grouped by technician, client, or priority, so you can see patterns in performance and response reality.

This isn’t theoretical SLA math.
It’s the truth behind your service delivery.

With MTTR visible, you can finally answer questions like:

“Why is Client X always upset?”
“Why does Priority 3 take two days?”
“Is this tech overloaded or just inefficient?”

…and you’ll have the data to confirm or debunk those assumptions.

💡 Perfect For

✔️ Coaching technicians on speed + quality
✔️ Client-facing reporting for QBRs (no fluff)
✔️ Identifying training or workflow gaps
✔️ Rebalancing queue assignments or workload
✔️ Benchmarking service delivery as you scale

📊 What This Tells You

• Ticket count per technician or client

• Resolution time in hours AND days

• Priority-based handling performance

• Outliers (burning tickets, slow tickets, stuck tickets)

• Service patterns that create customer frustration

• Trends that show improvement or decline

This is the KPI behind your perceived service quality.

When clients “feel ignored,” this is where that story lives.

📦 What You Get

📄 PDF Build Guide

• Step-by-step instructions to build from scratch

• All formulas included (copy/paste appendix)

• Explains how to structure resolution time calculations correctly

🔧 Format & Structure Training

• Learn how to calculate MTTR in Autotask without breaking it

• Fix common math/field mistakes MSPs make in LiveReports

🎥 Support & Fine Tuning

• Email help included

• Short video explainers for tuning & variances

🚀 Optional Install Help (Add-On)

• Available when bundling multiple reports

🔌 Plug-and-Play Ready

• Works in most Autotask tenants

• Easy to tune by technician, client, or priority

✨ Bonus

• Great for QBR decks + internal leadership reporting

• Easy win for sales teams proving operational maturity

🛠️ Technical Requirements

• Autotask LiveReports access

• Ticket closure workflow active for service efficiency review

This report breaks down SLA performance by client, showing ticket volume against the three major SLA milestones and the percentages met for each. It’s the closest thing to a monthly service scorecard — tracking how well your team is honoring response, planning, and resolution commitments.

Instead of just saying, “We hit our SLAs,” you can prove it — or identify where you didn’t — with a clean breakdown that goes straight into QBRs, renewal conversations, and internal coaching.

This is how you translate service delivery into client confidence.

💡 Perfect For

✔️ QBRs and renewal prep
✔️ Monthly service reporting
✔️ Identifying service delivery pain points
✔️ Client relationship management
✔️ Internal benchmarks + accountability

📊 What This Tells You

• Ticket count per client

• Time to respond / plan / resolve in hours + days

• SLA percentage achieved for each milestone

• Which milestones you miss most often

• Where to prioritize operational improvements

This becomes a conversation tool — not just a report.

It helps you say things like:

“You had 60 tickets this month. We missed first response on 35%, so let’s fix that before it becomes a recurring pain.”
or
“We hit 92.8% resolution compliance — here’s what we’re improving next.”

Trust is built on visibility. This gives it to you.

📦 What You Get

📄 PDF Build Guide

• Step-by-step build instructions

• All formulas included with a copy/paste appendix

• Field-level clarity so you understand the structure

🔧 Format & Structure Training

• Learn how SLA fields behave in Autotask

• Avoid the “why doesn’t this calculate correctly” math traps

🎥 Support & Fine Tuning

• Email support included

• Short tuning/tutorial videos available

🚀 Optional Install Help (Add-On)

• Available when bundling multiple reports

🔌 Plug-and-Play Ready

• Built around standard Autotask SLA configs

✨ Bonus

• Perfect plug-in for your QBR template

• Turns SLA into a dashboard conversation, not a mystery metric

🛠️ Technical Requirements

• Autotask LiveReports access

• SLA events configured in Autotask

Stop guessing how your MSP is performing — this report tells you straight up.

The SLA Summary lists every client, their total ticket volume, how many tickets failed your SLA journey, and the percentage of success across your three SLA checkpoints. At a glance, you’ll see exactly where the service desk is performing well, where requests are falling through the cracks, and which clients are at risk of becoming “we’re canceling services” conversations.

This is the dashboard that exposes:

• 🔥 Clients quietly drowning in SLA failures

• 🧨 Techs who struggle with prioritization

• 🚫 Service issues blindsiding leadership

• ⚠️ Workflow and automation gaps destroying response times

• 🧩 Internal gaps in request handling that hurt client confidence

If you want a one-page SLA truth machine that instantly shows who’s protected and who’s slipping — this is it.

💡 Perfect For

✔️ Quarterly Business Reviews / client-facing meetings
✔️ Service desk performance reviews
✔️ Proactive churn prevention
✔️ Identifying training + workflow gaps
✔️ Proving value with data, not vibes

📦 What You Get

📄 PDF Build Guide

• Step-by-step walkthrough of the entire build

• Every formula included + appendix for copy/paste

• Field-by-field explanations so you actually learn LiveReports

🔧 Format & Structure Training

• Why each step exists (not just “click here”)

• Understand how LiveReports think so you can modify confidently

🎥 Support & Fine Tuning

• Email support included

• Short video explainers to help with tuning your layout

🚀 Optional Install Help

• Skip the setup completely — I’ll install and tune it with you in your tenant

🔌 Plug-and-Play Ready

• Built for most Autotask tenants

• Use as-is or as a foundation for more advanced reporting

✨ Bonus

• Learn a formatting approach you can reuse on every future report

• Build your reporting confidence and reduce Autotask guesswork

🛠️ Technical Requirements

• Autotask LiveReports access

• Service desk using SLAs

• (Optional) Filters for time ranges or assigned technicians

Shows total ticket by client to ideThis report shows ticket volume by client, with a breakdown of the actual tickets behind the numbers — not just a count. It’s perfect for understanding where your service load is coming from, which clients are consuming the most time, and how SLA performance aligns with ticket volume.

It’s not a vanity metric.
It’s client impact visibility.

If one client is generating 60% of your service load, this report is how you discover it — and how you start a conversation around onboarding cleanups, user training, contract scope, or service alignment.

💡 Perfect For

✔️ Identifying “heavy use” clients draining the service desk
✔️ QBRs and monthly check-ins
✔️ Resetting expectations with over-consuming clients
✔️ Scoping managed services and renewals
✔️ Backing up contract pricing decisions with data

📊 What This Tells You

• Ticket volume per client

• Which priorities dominate their workload

• Quick view of SLA compliance per ticket

• Evidence to justify escalations, price changes, or coaching

• Clarity on where your team is actually spending time

This report turns:

“They take a lot of time”
into
“They opened 42 tickets last month and missed SLA on 14% — let’s talk next steps.”

Now you’ve got leverage and clarity.

📦 What You Get

📄 PDF Build Guide

• Step-by-step instructions

• All formulas included (copy/paste appendix)

• Field explanations so nothing breaks when you apply it

🔧 Format & Structure Training

• Understand grouping, totals, and SLA display logic

• Learn how to expand this into monthly trend reporting

🎥 Support & Fine Tuning

• Email support included

• Short video walk-throughs as needed

🚀 Optional Install Help (Add-On)

• Available when bundling reports

🔌 Plug-and-Play Ready

• Works in most Autotask tenants

✨ Bonus

• Perfect stepping stone to deeper service consumption reporting

🛠️ Technical Requirements

• Autotask LiveReports access

• SLA configuration helpful but not requiredntify high need accounts

This report analyzes the last 90 days of tickets and breaks them down by Issue Type → Sub-Issue, grouped by client. It reveals exactly what clients struggle with most, what categories drive the bulk of your support load, and where recurring problems are eating your team alive.

This is the MSP version of a root-cause radar.

Instead of drowning in noise, you get patterns:

• “Email issues are 30% of Client A’s tickets”

• “Laptops are failing weekly for Client B”

• “Client C keeps breaking OneDrive”

• “Mr. Pickles needs a phishing training session… urgently” 😅

This is how you walk into a QBR and steer the conversation like a pro — with data that proves what needs to change.

💡 Perfect For

✔️ QBRs that lead to meaningful action
✔️ Pitching upgrades, projects, onboarding cleanups
✔️ Recurring advisory conversations
✔️ Roadmapping client improvements
✔️ Spotting training / policy / tooling gaps

📊 What This Tells You

• Top recurring issues by client

• Sub-issues driving the majority of noise

• Where standardization or automation would help

• Which environments need overhauls

• Where unmanaged devices/apps create chaos

• Data-driven talking points for upsell & scope change

It turns “we recommend this project” into

“This project will remove 40% of your recurring support noise. Here’s the data.”

Now you’re not selling — you’re advising.

📦 What You Get

📄 PDF Build Guide

• Step-by-step construction

• All formulas included (copy/paste appendix)

• Explanation of grouping, hierarchy, and totals

🔧 Format & Structure Training

• Learn how to build Issue/Sub-Issue hierarchies that actually render cleanly in LiveReports

• Tune the 90-day range or adjust to 30 / 60 / 120

🎥 Support & Fine Tuning

• Email support included

• Short tuning videos available

🚀 Optional Install Help (Add-On)

• Available when bundling reports

🔌 Plug-and-Play Ready

• Works in most Autotask tenants

✨ Bonus

• Instantly elevates client meetings from “status updates” to strategic consulting

🛠️ Technical Requirements

• Autotask LiveReports access

• Issue/Sub-Issue taxonomy in use

Displays tickets completed per tech per day for workload visibility