Ticket load and backlog health
Volume by client, type, and priority against how fast the queue is actually clearing. Backlog trend is the earliest warning that a client has outgrown their contract.
Managed services & IT
Power BI dashboards for MSPs and IT services firms
Ticket load, SLA attainment, technician utilization, and the number most MSPs cannot see — true margin per client, once contract revenue, logged labour, and tool costs finally sit in the same model.
Representative dashboard — sample data
The MSP reporting problem
You sell IT clarity and run on scattered data
An MSP is a professional services business wearing a technology badge, and it faces the same blind spot: activity is easy to see and profitability is not. The PSA knows about tickets and contracts, the RMM knows about devices and alerts, time entries know about labour, and the vendor invoices that quietly erode margin sit in accounting where nobody allocates them per client.
The uncomfortable result is that most MSPs can name their largest clients and not their most profitable ones. Those are rarely the same list. Bringing those systems into one model is what turns a busy service desk into a business you can price and staff deliberately.
Reports we build for MSPs
- Ticket load & backlog
- SLA attainment
- Technician utilization
- Margin per client
- Recurring revenue
- Client-facing packs
Try us risk-free for 4 hours
Buy a block of prepaid Flex hours and, if you're unhappy within the first 4 hours, we refund you in full — no questions asked. Hours are deducted only for work you've reviewed and approved, and they never expire.
What we build
The views that change how an MSP is run
Each of these needs data from more than one system, which is exactly why they rarely exist already.
SLA attainment you can defend
Response and resolution against target by client and priority, with the breaches listed rather than averaged away. Averages are how SLA reporting loses credibility.
Utilization and effective rate
Billable versus logged versus paid hours per technician, and what each contract really earns per hour of labour delivered against it.
True margin per client
Contract revenue minus labour at cost minus allocated tool and licence spend. This is the report that changes which renewals you chase and which you reprice.
Recurring revenue movement
MRR with new, expansion, contraction, and churn separated, plus seats and devices under management. Growth and churn cancel out until you split them.
Client-facing reporting
One secured report where each client sees only their own tickets and SLA performance — automatically refreshed, and considerably more persuasive at renewal than a slide deck.
Why doesn't PSA reporting already answer this?
Because a PSA reports on itself. It knows tickets, contracts, and time entries, and it reports them competently. What it cannot do is trend several years cleanly, allocate a vendor invoice across the clients it serves, or put technician utilization beside contract profitability in a single view. Every one of those questions crosses a system boundary.
That is the honest case for a modelled dashboard: not that your PSA is bad, but that the questions that decide pricing and staffing live between systems rather than inside any one of them.
Which metrics matter, and where do they come from?
The table below sets out the metrics MSPs ask us for, the systems each one draws on, and why the native report usually falls short. No numbers are invented here — every figure in a finished dashboard comes from your own systems.
| Metric | Source systems | Why the native report falls short |
|---|---|---|
| Ticket volume & backlog | PSA / service desk | Current queue is visible; multi-year trend by client is not |
| SLA attainment | PSA, contract terms | Business-hours calculations and per-client targets need modelling |
| Technician utilization | Time entries, payroll calendar | Billable, logged, and paid hours are rarely compared in one view |
| Effective hourly rate | Contract revenue, time entries | Revenue and labour sit in different reports |
| Tool & licence cost per client | Vendor invoices, accounting | Costs arrive per vendor and are almost never allocated per client |
| True margin per client | All of the above | No single system holds every input |
| Recurring revenue movement | PSA contracts, accounting | Net change hides new growth against churn |
How do you connect our systems?
Through documented APIs, supported database access, or scheduled exports, depending on what each platform and plan allows. We establish that per system during scoping rather than assuming a connector exists. Refresh is then scheduled following Microsoft's data refresh guidance (opens in new tab), and client-facing reports are secured with row-level security — our guide to Power BI row level security setup covers how that is tested.
Where delivery work runs through a project tool as well as a service desk, the monday.com and Jira dashboard pages cover those sources, and both can be modelled alongside your PSA. If your PSA is ConnectWise specifically, the mechanics — API authentication, the ticket and time-entry tables, gateway setup and the DAX behind agreement margin — are set out on our ConnectWise Power BI dashboard page. If you run Autotask instead, the Autotask Power BI dashboard page covers that platform's own plumbing — the zone-resolved REST API, user-defined fields and picklists, and the SQL Server-backed data warehouse route.
What does it cost and how long does it take?
Prepaid Flex hours that never expire: Starter 20 hours at $125/hr ($2,500), Growth 40 hours at $115/hr ($4,600), Power 80 hours at $100/hr ($8,000). A service-desk dashboard covering tickets, SLA, and utilization from a single PSA usually fits a Starter block. A full margin build that joins accounting and vendor costs typically needs Growth, because the allocation rules take discussion as well as development.
Most tasks ship within 3–5 business days of approval. We recommend starting with the service-desk view, using it for a month, and commissioning the margin build once you trust the first one.
Who this is for
Owners and service managers at managed service providers and IT services firms, typically past the point where a spreadsheet works and short of the point where hiring an analyst makes sense. If you resell reporting to your own clients as a service line, white label Power BI for agencies covers that arrangement.
Reports we build for MSPs
- Ticket load and backlog by client
- SLA attainment with breach detail
- Utilization and effective rate
- True margin per client
- Secured client-facing reports
3–5
business days, typical
Prepaid
hours, never expire
You
own everything
Start with the service-desk view, add margin once you trust it. See Flex pricing.
How it works
From PSA exports to a managed reporting layer
- 1
Tell us your stack
Which PSA, which RMM, where time and invoices live. We confirm the access method for each and reply with a scope estimate in hours.
- 2
We model across systems
One model where a client means the same thing everywhere, with allocation rules for tool costs agreed with you rather than assumed.
- 3
Publish, secure, hand over
Internal and client-facing reports published to your workspace, secured with row-level security, refreshed on schedule, documented and owned by you.
Representative perspective
Our biggest client turned out to be our least profitable one by a wide margin. Nobody had ever put labour hours and tool costs against that contract in the same view.Owner, managed service provider
Representative perspective
Giving clients a live SLA report instead of a monthly PDF removed an entire recurring argument from our renewal calls.Service delivery manager, IT services firm
Find out which clients actually make you money
Tell us what you run for PSA, RMM, time, and accounting. We'll confirm how each connects and scope the first dashboard in hours.
FAQ
MSP reporting questions, answered
Any system with documented API access, a supported database, or a scheduled export — which covers the common PSA, RMM, documentation, and accounting platforms. We confirm the method for each of your systems during scoping, before hours are committed, rather than promising a connector that may not exist on your plan.
Because it lives in three places. Contract revenue sits in the PSA or accounting system, labour cost sits in time entries, and tool cost sits in vendor invoices nobody allocates per client. Margin only becomes real once all three are modelled together against the same period.
Yes. A client-facing report with row-level security shows each client only their own tickets and SLA performance, refreshed automatically. It replaces the monthly export-and-reformat routine, and it tends to make renewal conversations considerably easier.
It will be as honest as the data. Inconsistent ticket types and unlogged time are normal in every MSP we see, and the first build usually exposes them. We show the gaps rather than smoothing them over, because a dashboard that hides bad inputs is worse than no dashboard.
PSA reporting answers questions inside the PSA. It cannot easily trend several years, join tool costs from vendor invoices, or put utilization next to contract profitability in one view. That cross-system picture is where a modelled dashboard earns its place.
Related work
MSPs share most of their economics with other people-based businesses, so professional services dashboards covers utilization and realization in more depth. Delivery data from monday.com or Jira can be modelled alongside your PSA, and the accounting side is covered on our QuickBooks and Xero pages. Firms with recurring-revenue contracts will also recognise the metrics in SaaS ARR and churn dashboards. The underlying build is described in dashboard development and data modeling and DAX. Every task is scoped before work begins from your prepaid block of senior-led hours — no project minimums, no change-order surprises, and hours are deducted only for work you approve.
Book a free demo
Get senior Power BI help, on demand
Tell us the task. We scope it, you approve, and a senior consultant delivers — typically in 3–5 business days. Prepaid hours that never expire.
- Prepaid hours from $100/hour — and they never expire
- Senior-led delivery — 20+ years on the Microsoft platform
- Typical 3–5 business day turnaround
- Full refund if you’re unhappy in your first 4 hours
The fastest way to reach us is the form — tell us the task and we'll reply within one business day.