This guide provides a foundational roadmap for navigating Syncro’s reporting module, tracking operational health, measuring team efficiency, and building custom data visualizations.

Step 1: Navigate & Manage Standard Reports 

The Reports tab is your central hub for turning data into actionable insights. From here, you can search for specific reports and manage how you receive them:

• Favorite: Save reports with your preferred filters applied so you can run them with a single click later.
• Schedule: Automate report delivery to internal staff or specific customers on a recurring basis.
• Download: Access large CSV or PDF reports that were previously generated. 

Navigate to the Reports tab, run a report you expect to use frequently, and click Save Favorite. (Bonus: Learn more about these standard report functions.)

Step 2: Monitor Operational Health (Asset & RMM Reports) 

Syncro provides specific RMM reports that you should integrate into your regular review schedule to maintain network security:

• Asset Activity Audit (Daily/Weekly): Provides a chronological log of system events. Use this to investigate security incidents, unauthorized remote access, or recent system failures.
• Vulnerable Systems (Weekly): Lists managed assets with specific security issues, allowing you to prioritize remediation for the most at-risk devices and install critical missing patches. 

  Run the Vulnerable Systems report and install any missing critical patches directly from the report interface. (Bonus: Learn more about the available Asset & RMM Reports.)

Step 3: Track Helpdesk Performance (Ticket Reports) 

To keep your service desk productive and profitable, incorporate these ticket reports into your workflow:

• Pending Ticket Charges (Weekly): Identifies work that has been logged but not yet billed. Review this before billing cycles to prevent revenue leakage.
• Resolution Time Summary (Monthly): Measures the speed of your service delivery. Use this to ensure your team is meeting SLAs and to identify process bottlenecks. 

Schedule the Pending Ticket Charges report to automatically email your biller every Friday. (Bonus: Learn more about the available Ticket Reports.)

Step 4: Measure Business Viability & Efficiency 

To optimize your operations, use these three specialized reports to expose strengths and weaknesses:

• Ticket Efficiency by Customer: Identifies which clients consume inordinate amounts of support or require additional training. (Learn more.)
• Ticket Efficiency by Technician: Highlights which technicians are underperforming, overloaded, or need additional training. (Learn more.)
• Technician Utilization: Focuses on actual billable vs. non-billable time to help you understand exactly where techs are spending their work hours. 

Run the Technician Utilization Report and adjust the "Hours Worked" in the table to instantly recalculate their utilization percentage.

Step 5: Track Universal Billing with Vendor Usage 

The Vendor Usage report aggregates the exact SKU and quantity of third-party products (like Proofpoint or Bitdefender) your organizations are using. When paired with Universal Billing, this report helps you easily verify that your Vendor Usage Counters on recurring invoices match actual client usage. 

Run the Vendor Usage Report to verify that your active vendor licenses match what you are currently billing your clients.

Step 6: Build Custom Reports (Report Builders) 

If standard reports don't meet your exact needs, use Syncro's Report Builders.

• Internal Report Builder: Creates account-wide reports designed for your staff.
• Executive Summary Report Builder: Creates customer-specific reports (combining visual charts, text summaries, and lists) to demonstrate the value of your services to your clients. 

Watch this short video to learn more:

Open the Executive Summary Report Builder, create a new template, and add an "Antivirus Coverage" Visual Block.

Step 7: Visualize Data with Power BI 

For advanced analytics, the Syncro Power BI Template Hub offers plug-and-play dashboards. You can download five starter templates—including Executive Summary, Customer Profitability, and Technician Performance—and automatically populate them with your live Syncro data via an API token. 

Watch this short video to learn more:

Generate a Syncro API Token, download the .pbix template from the Syncro Community, and enter your credentials in Power Query to sync your data.