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
Work-order volume	Facilities	New vs. completed work orders bucketed by period.	period, new, completed
Work-order detail	Facilities	A row-level list of work orders.	one row per work order
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 modules.	user_id, open_tickets, open_tasks, open_work_orders, total

Reporting covers all four work types — tickets, work orders, project tasks, and action items.

The cross-module workload report is the clearest expression of ActionConnect's single-product design: it counts each user's open tickets, open tasks, and open work orders together, so a team lead sees true capacity rather than separate half-pictures.

What you can see

You only see report kinds for the work types you have access to:

• A facilities-only user sees facility reports, not ticket reports.
• A helpdesk user without facilities access doesn't see work-order reports.
• Facility reports respect campus-group visibility — a Bronx user's work-order report won't include New Rochelle.
• Action-item reports are scoped to your own items.
• Admins see everything.

See Module-based access for how roles control this.

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.