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ConnectWise 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 ConnectWise 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.

ConnectWise Manage Report Writer with pre-built and custom reports. BrightGauge (acquired) fills the gap for client-facing dashboards and executive reports. 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 ConnectWise's data exports.

ConnectWise is best for: Mid-to-large MSPs who need the deepest integrations ecosystem and the most granular operational control.

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 ConnectWise

To populate this report template with real data from ConnectWise Manage, follow these steps to export your ticket data:

Navigate to Service Desk > Tickets or Reports
Go to System > Report Writer > New
Add desired ticket fields and date filters
Click Preview to generate the report
Click Export and select CSV format
Save the file for import into your report template

API alternative: Full REST API with CRUD operations on tickets, companies, contacts. SSL required, API key auth.

Why ConnectWise MSPs Need This Report

Report Writer with pre-built and custom reports. BrightGauge (acquired) fills the gap for client-facing dashboards and executive reports.

This template fills the gap by providing a professional, client-ready ticket analysis report format that you can populate with data exported from ConnectWise Manage.

ConnectWise Strengths

Deepest ecosystem with 300+ Marketplace integrations
Most mature PSA with granular ticketing, billing, and project management
Seamless automation across the ConnectWise suite

Reporting Limitations

Built-in reports are functional but lack visual polish for client-facing delivery
Report Writer has a steep learning curve and can't access all stored procedures

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ConnectWise Ticket Analysis FAQ

How do I export ticket analysis data from ConnectWise?

Navigate to Service Desk > Tickets or Reports. Go to System > Report Writer > New Add desired ticket fields and date filters See the full export guide above for detailed steps.

Does ConnectWise have built-in client reporting?

Report Writer with pre-built and custom reports. BrightGauge (acquired) fills the gap for client-facing dashboards and executive reports. This template complements ConnectWise's built-in reporting by providing a professional, client-ready format that non-technical stakeholders can easily understand.

Can I automate this ticket analysis with ConnectWise?

ConnectWise's built-in automation can schedule data exports, but assembling a professional client-facing report still requires manual formatting. This template handles the presentation layer — you provide the data. ConnectWise also offers Full REST API with CRUD operations on tickets, companies, contacts. SSL required, API key auth.

How often should I run ticket analysis?

Monthly at minimum, weekly for high-volume environments. The more frequently you analyze, the faster you catch emerging patterns.

What's a healthy ticket resolution time?

For MSPs: critical tickets under 4 hours, high priority under 8 hours, normal under 24 hours. But your SLA targets should define your specific benchmarks.

How do I identify recurring issues?

Group tickets by category and search for patterns. If the same issue appears 3+ times in a month, it's a candidate for a permanent fix or automation.

Should I share ticket analysis with clients?

Share a summarized version highlighting improvements and proactive work. Keep the internal operational details for your team's eyes only.