Ticket Summary Report

Configure N-able N-central Dependencies prior to running any reports.

The Ticket Summary report provides ticketing information from any PSA connections you have in N-able N-central. Report Manager uses your N-able N-central credentials to poll PSA connections directly, allowing you to provide your customers with comprehensive details about their ticketing.

Report Manager supports the following PSA Integrations:

  • Autotask
  • ConnectWise Manage
  • Help Desk Manager

Best Practice to Ensure Accurate Reporting of Open Tickets

Before deleting a ticket in the PSA, close or resolve the ticket. After closing the ticket, wait an hour (at a minimum) before deleting it to allow the next ETL to run.

ConnectWise Manage and Autotask do not provide information on deleted tickets to Report Manager. Report Manager will show the status they were in prior to being deleted.

For more information, refer to KBA45027: Deleted tickets inflating remaining Open Tickets.

Best Practice to Prevent Duplication of Data when there are Multiple Group IDs.

If you have multiple Group IDs, you need to turn each Group ID into a company in ConnectWise Manage. Each company will then have only one Group ID, which will identify all ticket information correctly and prevent data duplication.

For more information, refer to KBA45025: ConnectWise Manage Group IDs and ticketing information.

This report has two sections by default, Summary and Details.

To report on a full day, the Start Time must be set to "00:00:00" and End Time must be set to "24:00:00".

  1. The Summary section of the report has four charts with the following tables:
    1. Ticket Source displays ticket counts grouped by the method in which they were generated:
      • Proactive (created by your Managed Service Provider)
      • Reactive (initiated by your organization)
    2. Open vs. Closed displays number of tickets and their status over the report period. The table provides the sum of open and closed tickets, and the backlog of open tickets.
    3. Average Time to Resolution displays times to resolution by ticket priorities in a graph and a table.
    4. Open Ticket Age displays the number of open tickets over the report period by their age, and the table also provides a sum of tickets by their age.
  2. The Details section of the report has two tables:
    1. Proactive Ticket Details provides the time tickets were opened, ticket number, ticket status, and ticket details. (Proactive tickets are tickets initiated by your MSP.)
    2. Reactive Ticket Details provides the time tickets were opened, ticket number, ticket status, and ticket details. (Reactive tickets are tickets initiated by your organization.)

If you select the Include Ticket Issue Breakdown option, the report includes a table called Ticket Issue Breakdown (Closed Tickets Only), which provides a breakdown of closed tickets by issues, sub-issues, and priorities.

If you select the Include Time Based SLA Breakdowns option, you can report on ticketing information according to you customer's Service Level Agreement.