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1.7. Run the Built-In Operational Reports for Help Desk, Operations, Billing, and Inventory
Open the AlgaPSA Reports catalog, pick a 7, 30 or 90-day window, and know which report answers which question about ticket load, aging, email health, time, teams and inventory.
A service manager's weekly questions are always the same: how much came in, what is getting old, who is overloaded, and where the money went. The Reports page collects canned answers to those questions in one catalog so nobody has to build a spreadsheet to run the Monday meeting.
Figure 1: Every report runs for the current workspace over the window selected at the top right.
Open a report
- Click Reports in the sidebar.
- Pick the window at the top right: 7d, 30d (the default) or 90d. Help-desk and operations reports respect it; billing and inventory reports open in their own modules with their own date controls.
- Click View report on a card. The report renders below the catalog; click another card to replace it.
- Click Print on the rendered report to send the full result, not just the visible page, to the browser's print dialog or a PDF.
Figure 2: Ticket Workload for the last 30 days, with 30 unassigned tickets standing out in the assignee breakdown.
Which report answers which question
| Report | Group | Use it to answer |
|---|---|---|
| Ticket Workload | Help desk | How many tickets were created and closed in the window, how many are open now, and how the open ones split by status, priority and assignee. The Unassigned row is the dispatcher's to-do list. |
| Ticket Aging | Help desk | Which open tickets are oldest, grouped into age buckets, and whether the ball is in your court or the client's (response ownership). |
| Email Channel Health | Help desk | How much email is arriving, how quickly it becomes tickets, and whether any connected mailbox is disconnected or failing. Check it first when "clients say they emailed us" comes up. |
| Time Utilization | Operations | Tracked hours by person and by service area, so you can see whether Harbor Clinic's block hours are being consumed by the right kind of work. |
| Team Performance | Operations | Team-level throughput and response ownership for workspaces with several technicians. Requires the Pro plan. |
| Employee Utilization | Operations | Hours worked against each team member's weekly capacity. See Employee utilization. |
| Project Hours vs Estimates | Operations | Tracked hours against task estimates and project budgets, with the phases running long called out. See Projects against plan. |
| Contract Reports | Billing | Contract revenue, renewals, bucket-hour utilization and profitability. Opens in Billing. See Profitability reporting. |
| Deferred Revenue | Billing | Prepaid liability by client: credit balances and unburned bucket hours by month. See Deferred revenue report. |
| Margin Report | Inventory | Per-product revenue, cost of goods sold and margin from fulfilled sales orders. |
| Write-offs | Inventory | Inventory shrink and adjustments written off, by reason and period. |
| Ghost Usage | Inventory | Closed hardware tickets with no recorded parts, which usually means the shop ate the cost. See Inventory reporting. |
Reading Ticket Workload
The five tiles at the top are the window's story: Created and Closed tell you whether the backlog grew, Open now is the backlog itself, and Awaiting customer versus Awaiting internal says who is holding it up. Below, the three breakdowns use the open tickets only:
- Open by status: a large New count means intake is outrunning triage.
- Open by priority: compare the P1 - Critical and Urgent rows against your SLA targets in the SLA dashboard.
- Open by assignee: the Unassigned row should be near zero by the end of each dispatch pass; a technician with far more open tickets than the rest is either the escalation point or overloaded.
Reports show the data you are permitted to see. A technician without access to a board does not see that board's tickets in Ticket Workload or Ticket Aging.