10 Reports Every Autotask Administrator Should Create

10 Reports Every Autotask Administrator Should Create

If you administer Autotask, you can build almost any report you can imagine - which is precisely the problem. Faced with endless options, most admins build a few obvious ones and stop. So here's an opinionated shortlist: the ten reports actually worth your time, chosen because each one changes a decision rather than just decorating a dashboard. They run roughly from easiest to hardest, and the difficulty curve itself is instructive.

1. Aged tickets (open longer than five days)

The single most valuable operational report you can run. Not total open tickets - the ones that have quietly gone stale. Aged tickets are where customer satisfaction erodes and where churn risk hides, because they're the ones clients remember. If you build only one report, build this one, and look at it daily.

2. First response time by queue

How long tickets wait before anyone touches them, split by queue. First response drives customer perception more than resolution speed does, and breaking it down by queue shows you whether a specific team or ticket type is the weak point rather than the desk as a whole.

3. Same-day resolution rate

The percentage of tickets opened and closed the same day. This is your quick-win throughput - the share of work that never becomes a lingering problem. Watch the trend: a falling same-day rate is an early sign that tickets are starting to accumulate.

4. Reopen rate

How many "closed" tickets come back. This is the quality check on all your speed metrics. A fast desk with a high reopen rate isn't efficient - it's generating rework and hiding it inside good-looking resolution times.

5. Technician capacity versus load

Reactive hours per technician against a sensible target, so you can see who's overloaded and who has room. This is where reporting turns into people management - it's how you catch burnout before it becomes a resignation and rebalance before service slips.

6. CSAT by client and by technician

Customer satisfaction sliced two ways: which clients are quietly unhappy, and which technicians consistently delight or disappoint. Every internal efficiency metric is ultimately a proxy for this one, so it deserves its own report.

7. Profitability per customer

Revenue against the cost to serve, per client. Almost every MSP has one or two accounts that look fine on the invoice and lose money once you count the support hours. You can't fix what you can't see, and this is the report that surfaces it.

8. Contract renewals in the next 90 days

A forward look at what's up for renewal, so nothing sneaks up on you. Renewals are your best moment to review pricing, catch under-scoped accounts and have the value conversation - but only if you see them coming with enough runway.

9. Licence and service coverage gaps

Which customers are on which services - and, more usefully, which ones aren't on the services they should be. This is your upsell and migration list, and it's often the fastest revenue in the business because it's selling to clients who already trust you.

10. Pipeline by stage and age

Open opportunities by stage, with how long each has been sitting. A deal that hasn't moved in weeks is either dead or in need of a nudge, and an ageing pipeline is the earliest warning that next quarter's revenue is softer than it looks.

The difficulty curve tells a story

Notice what happens as the list goes on. The first few reports are straightforward single-object views Autotask handles well. The later ones - profitability, coverage gaps, a fair capacity read - need data joined across tickets, time, contracts and opportunities, plus derived calculations that aren't native fields. That's exactly where home-grown Autotask reporting tends to stall, and it's no coincidence that the hardest reports to build are also the ones that most influence how you run the business.

That difficulty curve is the whole reason a management layer exists. Canopy produces every one of these views out of your Autotask data - aged-ticket watchlists, first response, capacity, CSAT, per-client economics, renewals and coverage gaps, pipeline - without you building or maintaining a single report, and refreshed automatically rather than exported by hand. Build the first few yourself by all means; they're quick and useful. For the ones that actually take real work to assemble, the question is whether your time is better spent building the report or acting on it.