Reports
Reports are saved, runnable, exportable datasets that aggregate across the helpdesk and work-management modules. Where a dashboard is a canvas of visual widgets, a report is a single tabular result you can run on demand, export, or have emailed on a schedule.
Report kinds
ActionConnect ships a fixed set of report kinds. Each produces a table with a known set of columns:
| Kind | Module | What it answers | Columns |
|---|---|---|---|
| SLA compliance | Helpdesk | How often first-response and resolution targets are met vs. breached. | sla, met, breached, attainment_pct |
| Ticket volume | Helpdesk | New vs. solved tickets bucketed by period. | period, new, solved |
| Project throughput | Work | Completed tasks per project (optionally per period). | project_id, project_name, completed (and period when bucketed) |
| Agent workload | Helpdesk | Open tickets per assignee. | assignee_id, open_tickets |
| Time by user | Work | Total logged time per user, summed from time entries. | user_id, total_seconds |
| Cross-module workload | Combined | Per user, the combined open load across both modules. | user_id, open_tickets, open_tasks, total |
The cross-module workload report is the clearest expression of ActionConnect's single-product design: it counts each user's open tickets and open tasks together, so a team lead sees true capacity rather than two half-pictures.
Running a report
A saved report is parameterized — for example, time-bucketed reports accept an interval so you can run the same definition daily, weekly, or monthly. Run a report to get its current { columns, rows } result, then read it in the app or export it.
Scheduling
Reports can be attached to a schedule so the dataset is generated and emailed automatically on a recurring basis — useful for a weekly SLA review or a monthly throughput summary that lands in stakeholders' inboxes without anyone running it by hand.
Reports vs. dashboards
| Reports | Dashboards | |
|---|---|---|
| Shape | One tabular dataset | A canvas of widgets |
| Best for | Exporting, scheduled email, exact figures | At-a-glance monitoring |
| Output | { columns, rows } | Charts, numbers, tables, timelines |
| Spans modules | Yes (helpdesk, work, combined) | Yes |
Tips
- Use SLA compliance and ticket volume for support reviews; use throughput and time by user for delivery reviews.
- Use cross-module workload before assigning new work so you balance against all of a person's open items, tickets and tasks alike.
- Schedule the recurring ones so reviews start with data already in hand.