Atera Ticket Analysis Report Template for MSPs
Deep-dive analysis of support ticket patterns, categories, resolution efficiency, and workload distribution to optimize MSP service delivery.
What's Included
- Ticket Volume Overview
- Category Breakdown
- Priority Distribution
- Resolution Time by Category
- Recurring Issues Analysis
- Technician Workload Distribution
- Efficiency Recommendations
Why Atera MSPs Need a Ticket Analysis
Ticket analysis reveals patterns your team might miss in daily firefighting. It helps you identify recurring issues to fix permanently, balance technician workload, and make data-driven staffing decisions.
Atera Preset reports for hardware, ticketing, patches, and technician overview. Custom analytics (Explore) only on Power tier and above. However, these built-in reports are typically designed for internal operations — not for client communication. This template bridges that gap with a professional, client-ready format structured around Atera's data exports.
Atera is best for: Small MSPs and solo technicians who want simple setup with unlimited device management at a flat per-tech price.
How to Use This Template
- Export ticket data from your PSA for the analysis period
- Categorize tickets by type, priority, and resolution method
- Identify the top 5 recurring issues and their total time cost
- Analyze technician utilization and identify bottlenecks
- Generate recommendations for process improvements
How to Export Ticket Data from Atera
To populate this report template with real data from Atera, follow these steps to export your ticket data:
- Navigate to the Reports tab in the Atera console
- Select Ticketing Summary or Customer Tickets Overview
- Set the date range and client filters
- Click Export and choose CSV or Excel format
- Note: full ticket history requires per-ticket API calls
API alternative: REST API with Swagger V3 documentation. X-API-KEY auth, 700 requests/minute limit.
Atera Strengths & Reporting Limitations
Atera Strengths
- Per-technician pricing with unlimited devices — most predictable cost model
- AI Copilot auto-resolves up to 85% of L1 tickets
- Fastest setup: cloud-native, no on-prem, single-pane for RMM+PSA
Reporting Limitations
- Reporting lacks customization depth compared to enterprise tools
- Bulk CSV export of tickets is not available from the web UI — requires Reports or API
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