Use case: at the end of the month you want to know how much you billed, how many new clients joined, how fast your team replies and what clients think of your work. Your dashboard gives you the headline numbers, and the Reports menu has the details.
The dashboard charts and most reports are visible to portal admins and admins. Team members can also open Timesheets, and the Reviews report if their role allows it.
Your dashboard
The chart card at the top of your Dashboard has four tabs. Each tab shows the total for the selected period and, in green or red, the change compared with the previous period of the same length.
Revenue: what you billed. The colored line is this period, the gray line is the previous period. This tab only shows when billing and invoices are turned on.
Clients: how many new client organizations joined.
Requests: how many requests were created, split by status in a donut chart, with Avg. time to completion and Avg. time to first reply.
Reviews: the average rating clients gave (out of 5) and how many reviews you got per score.
To change the period, click the date range at the top right and pick new dates, or use the arrows to move to the previous or next period.
Good to know: while your portal is new, the chart card shows a Getting started checklist instead of the charts. Finish or skip the steps and the charts appear.
The Reports menu
Click Reports in the sidebar to open the list of reports. Which ones you see depends on the features you use:
Requests: activity on your requests (below).
Reviews: client ratings (below). Shows when request reviews are turned on.
Avg. response time: how quickly your team replies to clients. See How to view average response times.
Timesheets: time logged by your team, and the time waiting for approval (the number next to it is how many entries are waiting). Shows when time tracking is turned on. Clients see it too if you give them access to timesheets. See How to generate timesheet reports.
Subscriptions: a list of client subscriptions with their status, price and next renewal, which you can export. See How to check client subscriptions and generate reports.
Requests report
Go to Reports > Requests. At the top, pick a date range and narrow the report with the filters: Team member, Organization, Client, Services and Tags.
The report shows:
Requests: a line chart of new requests, per day, per week (ranges of 35 days or more) or per month (ranges of 180 days or more).
Requests per status and Requests per service: donut charts.
Key numbers, each compared with the previous period: Avg. Number of Comments, Avg. Number of Status Changes, Avg. time to completion, Avg. Time to first reply, Avg. rating (out of 5), Completed requests and Pending requests (requests that are not completed or closed).
Reviews report
Go to Reports > Reviews. Use the same date range and filters (Team member, Organization, Client, Services) to focus on what you need.
The report shows:
Reviews: how many reviews you got each month.
Average rating: the average score each month.
Rating, Team member, Organizations and Services: donut charts of how ratings are spread.
Under Recent reviews, you see each review with the client, organization, request, rating, comment, date and assigned team members. Click Export CSV to download the list.
To collect reviews in the first place, see Client reviews on completed requests.
Tips
If a report says there is no data for the selected period, widen the date range.
All comparisons use the previous period of the same length: a 30-day range is compared with the 30 days before it.