This document provides an overview of each of the reports you'll find in the Reports > Customers section:

Notes: 

• You can also access this page from Admin > Syncro Administration - Reports.
• Many reports have a CSV button, which you can use to download an Excel version.
• To learn more about Favoriting and Scheduling reports, see About the Reports Tab/Page.

Contact Export

The Contact Export report opens the File Downloads page, so you can see all the files that were downloaded. This includes files related to the exporting of Contacts/End Users:

Tip: The File name will have the word “contacts” in it.

Credit Balance By Customer

Target Audience: Biller and Business Leader

Purpose: This report identifies all outstanding prepayments and unapplied credits currently held on account for each Organization. It answers the strategic question: how much unearned revenue or "store credit" is sitting in the system that needs to be applied to future invoices?

Interpret the Report: The report provides a snapshot of your current liabilities and potential future cash flow. By reviewing these figures, you can identify which clients have pre-funded their accounts or have received credits from overpayments or returns that have yet to be utilized. This is critical for maintaining an accurate general ledger and ensuring that you are not over-billing clients who already have available funds to cover their current balances.

Tip: Click the hyperlinked Name to navigate to the Organization's Details Page.

About the Data:

• The report only includes Organizations that currently have a non-zero credit balance.
• Credits are calculated based on unapplied Payments that have not yet been linked to an open Invoice.
• The balance reflects the total available credit at the moment the report is generated, rather than a historical point-in-time calculation.
• Any funds already applied to an invoice—even if that invoice is still marked as Unpaid—are excluded from the credit balance total.

Next Steps: Billers should review this report prior to running monthly billing batches to ensure all available credits are applied to new invoices. Business Leaders should use this information to resolve long-standing credit balances with clients, either by applying them to project work or issuing refunds where appropriate.

Customer Detail

Target Audience: Business Leader and Technical Leader

Purpose: This report provides a visual and analytical breakdown of service delivery performance for a specific organization over a chosen timeframe. It answers the strategic question: what is the nature of the work we are performing for this client, and how efficiently are we resolving their issues?

Interpret the Report: The report transforms raw ticketing data into actionable intelligence through visualizations that highlight the primary drivers of service requests. By analyzing the distribution of tickets by issue and type, you can identify recurring technical problems within a client's environment, allowing you to propose permanent projects or infrastructure upgrades to reduce ticket noise. Seeing which technicians are handling the bulk of the work helps Technical Leaders understand resource allocation and ensures that specific team members are not becoming single points of failure for a particular account.

The data also focuses heavily on time-based metrics, showing exactly how long tickets remain open before resolution. This narrative is essential for measuring your team against internal Service Level Agreements (SLAs) and proving your responsiveness to the client. For a Business Leader, these visualizations are ideal for client-facing meetings to demonstrate the volume and complexity of the work performed, providing transparency that justifies recurring service fees and highlights the value of the MSP relationship.

About the Data:

• The report is limited to data from a single selected Organization at a time rather than a fleet-wide view.
• Ticket counts are categorized by Issue Type and Ticket Type based on the values assigned at the time of ticket creation or resolution.
• Duration metrics calculate the total time elapsed from the ticket's creation date to its resolved status date.
• Visualizations and data tables only include tickets that fall within the specific date range defined by the user.
• PDF exported versions of the report contain the specific filtered data visible during the active session.

Next Steps: Business Leaders should present the PDF version of this report during Quarterly Business Reviews to demonstrate service value and discuss trends in ticket volume. Technical Leaders should use the breakdown of ticket types to identify which technical issues are consuming the most time and may require automated remediation or specialized technician training.

Customer Export

Click this link to automatically download a raw CSV of all your Customer Organization data. 

The filename contains today's date, such as customers_dump_06-22-2021.csv. 

This file can then be imported back into the same site, which allows you to make mass updates before re-importing.  Syncro will not duplicate the data unless you change the email addresses or main phone numbers. You can also import it into a different RepairShopr or Syncro account.

See also: Import Existing Organizations and Import or Export Existing End Users.

Customer Map

Target Audience: Technical Leader and Business Leader

Purpose: This report provides a geographical visualization of your client base by plotting the physical locations of your organizations on an interactive map. It answers the strategic question: how is our client density distributed across our service region, and where are our technicians most heavily concentrated for onsite work?

Interpret the Report: The report offers a spatial perspective of your business that traditional lists cannot provide. By viewing the clusters of client locations, you can identify your primary service hubs and determine if your current staffing is geographically aligned with your customer density. This visualization is particularly useful for logistics and dispatching; seeing a high concentration of clients in a specific area can help you justify hiring a local technician or opening a satellite office to reduce travel time and expenses.

For Technical Leaders, the map serves as a tool for disaster recovery and emergency response planning. In the event of a regional power outage, ISP failure, or localized weather event, you can quickly see which clients are likely to be affected based on their proximity to the incident. For Business Leaders, this report aids in market analysis by highlighting "service deserts" where you lack a presence, allowing you to focus your sales and marketing efforts on expanding into specific neighborhoods or cities to create more efficient service routes.

Note: If you have a large number of customers it may take a while for the map to populate, due to limitations in the API.

About the Data:

• Locations are plotted based on the primary physical address saved within each Organization record.
• The report only displays Organizations that have valid, geocodable address information in the system.

Next Steps: Business Leaders should use this geographical data to evaluate technician travel costs and optimize territory assignments for onsite visits. Technical Leaders should reference this map during regional service outages to proactively communicate with all clients located within the affected geographic zone.

Open Balances By Customer

Target Audience: Biller and Business Leader

Purpose: This report identifies all Customer Organizations that have a balance due on an invoice, based on the specified time period. It answers the strategic question: what is the total value of our accounts receivable and which specific clients have unpaid invoices?

Interpret the Report: The report provides a view of your outstanding revenue, allowing you to assess the financial health of your client relationships. By viewing the total debt assigned to each customer, you can quickly differentiate between clients who have a single overdue invoice and those who may have a history of non-payment across multiple billing cycles. This narrative is essential for protecting your cash flow, as it highlights exactly where your capital is tied up in unpaid services.

For the Biller, the report serves as a primary tool for collections and accounts receivable management. It consolidates all unpaid transactions into a single list, making it easy to see which Organizations require immediate follow-up or a formal payment reminder. For the Business Leader, these figures provide critical context for service delivery decisions; seeing a significant open balance can prompt a strategic discussion about pausing non-essential project work or adjusting credit terms for a specific client until their account is brought current.

Tips: 

• Check one or more boxes next to your customers, then click Send Statements to bulk email statements to customers directly from this report. 
• Click View to navigate to the Customer Organization's Details Page.

About the Data:

• The report calculates totals based on all Invoices currently in an Unpaid or Partially Paid status.
• Credits or unapplied payments held on the account are not automatically deducted from these totals; the report focuses strictly on the gross outstanding invoice amounts.
• Data is aggregated at the Organization level, providing a sum of all open invoices for that specific client.

Next Steps: Billers should use this report weekly to identify and contact any customer with a balance older than your standard payment terms. Business Leaders should review this intelligence before conducting quarterly reviews to ensure that service expansion discussions are only held with clients who are in good financial standing.

Opt Outs by Customer

Target Audience: Technical Leader and Biller

Purpose: This report identifies which Organizations have opted out of receiving system-generated email communications based on a specified time period. It answers the strategic question: which clients have stopped receiving automated invoices, status updates, or marketing emails, and is this due to an intentional choice or a technical delivery failure?

Interpret the Report: The report functions as a diagnostic tool for maintaining reliable communication channels with your clients. By reviewing this data, you can proactively resolve "silent" communication gaps where a client may be unaware that they are no longer receiving critical financial or technical notifications.

For a Technical Leader, the report provides immediate insight when a client claims they are missing ticket updates. It allows you to distinguish between an email being caught in a local spam filter versus a system-level opt-out caused by a previous delivery failure. For a Biller, this intelligence is vital for ensuring that invoices and payment reminders are actually reaching the customer. High numbers of opt-outs within this report could indicate that contact records are outdated or that a specific domain's mail server is rejecting your communications, requiring administrative intervention to restore the flow of information.

About the Data:

• The report includes any Organization currently opting out of email communications.
• Entries are logged automatically by the system if an email sent to that Organization's primary address bounces.
• The data is filterable by a specific time period, allowing you to see when an opt-out event was triggered.
• Manual opt-outs, where a user or client has explicitly chosen to unsubscribe from Communication Settings, are included in the results.
• Once an Organization’s communication settings are updated or the opt-out is cleared, they will no longer appear as an active opt-out in future report generations.

Next Steps: Technical Leaders should cross-reference this report with client complaints about missing notifications to determine if a record needs to be manually opted back in. Billers should check this list regularly to ensure that primary billing contacts haven't been opted out, which would prevent the delivery of automated invoices. Editing the customer Organization's Communication Settings will fix the problem where a customer is opted out of emails due to a bounced email.

Pending Ticket Charges

Target Audience: Biller and Business Leader

Purpose: This report identifies tickets that contain un-invoiced charges or one-off fees that have not yet been billed to the customer. Tickets with an Add/View Charges button will be displayed, based on the customer organization and time period specified. It answers the strategic question: what revenue is currently sitting in the ticketing system instead of being converted into accounts receivable?

Interpret the Report: The report functions as a primary audit tool for revenue recovery by surfacing tickets that are carrying a financial balance. During the lifecycle of a ticket, technicians often add hardware, software licenses, or specific service charges that are intended for the final invoice. This report allows you to catch these items before they are overlooked, ensuring that every piece of inventory or miscellaneous charge provided to a client is accounted for and billed.

Tip: Click the hyperlinked number to navigate to a Ticket's Details Page.

About the Data:

• The report logic identifies tickets that contain a specific Add/View Charges status, indicating that line items have been attached but not yet invoiced.
• Labor amounts and time entries that have not been formally converted into a charge are strictly excluded from this report.
• Data is filtered based on the specific Customer Organization and time period you define at the time of generation.
• Once all charges associated with a ticket are added to an invoice, that ticket is automatically removed from the report results.
• The report includes charges regardless of the current status of the ticket, provided the charges remain in a pending, un-invoiced state.
• This report does not include labor amounts that have not yet been charged.

Next Steps: Billers should run this report before closing out a billing cycle to ensure all hardware and one-off fees are captured and billed. Business Leaders should review this report to ensure that technicians are properly utilizing the charges feature on tickets and that no significant revenue is being left uncaptured for extended periods.

Prepay Hours Balance By Customer

Target Audience: Business Leader and Biller

Purpose: This report identifies the remaining balance of prepaid labor hours for Customer Organizations. It answers the strategic question of how much unearned service time is currently owed to clients versus how much has already been consumed.

Interpret the Report: This report acts as a critical health check for your managed service contracts and block-hour agreements. By reviewing these balances, a Business Leader can identify clients who are nearing the end of their prepaid time, signaling a prime opportunity for a contract renewal or an upsell conversation. Conversely, seeing consistently high balances across your client base may indicate that customers are not fully utilizing the services they have paid for, which could lead to retention challenges if the perceived value of the contract decreases over time.

For the Biller, this report is the primary tool for reconciling labor logs against financial commitments. It provides a clear snapshot of which customers have "run out" of time, necessitating a shift to standard hourly billing or the purchase of a new block of hours. Because these hours represent a liability—services promised but not yet delivered—monitoring these trends ensures the business maintains an accurate understanding of its forward-looking workload and deferred revenue.

Tip: Click the hyperlinked Name to navigate to an Organization's Details Page.

About the Data:

• Includes only Customer Organizations with an active Prepay Hours balance.
• Displays the current remaining balance of prepaid hours.
• Subtracts hours as they are applied to Ticket-based labor entries.

Next Steps: The Biller should identify any customers with a zero or low balance and reach out to secure a new prepayment or transition the account to standard billing. Business Leaders should review customers with high remaining balances to ensure service delivery is meeting the expectations set in their service agreements.

Purchases by Customer

Target Audience: Biller and Business Leader

Purpose: This report tracks the lifecycle of hardware and devices purchased directly from your clients for the purpose of trade-ins or resale. It provides a strategic view of acquisition costs and the transition of customer-owned equipment into your billable inventory.

Interpret the Report: This report allows you to monitor the intake of second-hand hardware and evaluate the progress of items as they move from initial estimate to completed inventory. By analyzing the statuses within this report, Business Leaders can identify bottlenecks in the refurbishing process or assess the volume of "one-off" products being added to the system. This oversight is vital for maintaining a profitable hardware buy-back program, as it highlights how much capital is tied up in equipment that has been paid for but not yet made available for sale.

For the Biller, the report serves as a validation tool for outgoing payments and issued credits. Since these transactions often involve paying out cash or applying Store Credit to a customer’s account, this report provides the necessary audit trail to justify those ledger changes. It ensures that every payout is linked to a specific device, whether it was a serialized item already in your system or a new piece of hardware being introduced to your inventory for the first time.

Tip: Click the hyperlinked PURCHASE NUMBER to see its details or the CUSTOMER to navigate to the Organization's Details Page.

About the Data:

• Displays a list of transactions filtered by a user-defined date range.
• Includes a link via the Purchase Number to the full details of the individual acquisition.
• Identifies the Customer Organization associated with each transaction.
• Shows the total amount paid to the customer or credited to their account for the hardware.

Next Steps: The Biller should use this report to confirm that all items marked as Paid have been properly reconciled against the customer's Store Credit or payout records. Business Leaders should review the Status column to identify any purchases that have been Paid but not yet Added to Inventory to ensure hardware is being refurbished and listed for sale promptly.

Referrals

Target Audience: Business Leader

Purpose: This report tracks the effectiveness of your various marketing channels and word-of-mouth efforts by calculating the financial value associated with different referral sources. It answers the strategic question: Which lead sources are generating the highest return on investment and driving the most profitable growth?

Interpret the Report: This report is a vital tool for making data-driven marketing decisions. By viewing a breakdown of Gross Revenue, Cost, and Net Income for each source, a Business Leader can distinguish between channels that simply bring in a high volume of leads and those that bring in high-value, sustainable business. If a specific source like Google or a local Sign shows high revenue but also high associated costs, you can better evaluate whether the acquisition expense is justified by the eventual profit margin.

Tips: 

• Check the box to limit the report to Customer Organizations created in the Period selected in the dropdown menu.
• Click the hyperlinked Name to navigate to a Customer Organization's Details Page.

About the Data:

• Aggregates data based on the Referral Source selected in the Referred By field within individual Customer Organization profiles.
• Calculates financial totals (Gross Revenue, Cost, and Net Income) based on all Invoices and expenses linked to customers associated with that source.
• Can be filtered to include only Customer Organizations created within a specific date range to track the performance of new acquisitions.
• Data updates dynamically as new Invoices are finalized and costs are recorded against customer accounts.

Next Steps: Business Leaders should identify the top three referral sources by Net Income and consider increasing marketing spend or outreach efforts in those specific areas. You may also want to reach out to customers identified as high-value referrers to offer a token of appreciation or invite them into a more structured referral incentive program.

Vendor Usage

Target Audience: Business Leader and Biller

Purpose: This report provides a detailed breakdown of third-party cloud services and software licenses currently consumed by your clients. It answers the strategic question: Are the license counts synced from our integrated vendors correctly reflected in our customer accounts for accurate billing?

Interpret the Report: This report is a vital reconciliation tool that bridges the gap between what your vendors are charging you and what you are providing to your clients. By reviewing the usage data grouped by Customer Organization, a Business Leader can verify that every active seat, mailbox, or gigabyte of storage is accounted for. This ensures that the business is not losing margin to "ghost licenses"—services you are paying for but failing to bill to the end user.

For a Biller, the report provides immediate visibility into the most recent data syncs from integrated partners like Microsoft, Acronis, or Proofpoint. By checking the timing of the last update and the corresponding quantities, you can confidently finalize monthly invoices knowing the counts are current. This oversight helps maintain trust with your clients by providing a transparent and accurate record of the digital assets they are utilizing under your management.

About the Data:

• Displays quantities of products and services specifically synced through App Center integrations.
• Groups usage data by Customer Organization to highlight exactly which client is consuming which vendor service.
• Includes the exact timestamp of the most recent synchronization for each product.
• Allows for filtering by specific Vendor or Customer Organization to narrow the scope of the audit.

Next Steps: The Biller should compare the quantities shown in this report against the line items on the customer's recurring invoice to ensure billing parity. Business Leaders should investigate any services with an outdated Last Poll Date to ensure integrations are still functioning correctly and providing accurate usage counts.

Ticket Count By Customer

Target Audience: Business Leader

Purpose: This report provides a quantitative summary of support requests segmented by individual contacts and businesses. It answers the strategic question: Which specific accounts or contacts are driving your help desk volume and requiring the most attention from your team?

Interpret the Report: This report allows you to identify high-volume support users and organizations to better understand where your technical resources are being allocated. By comparing ticket counts across different businesses, a Business Leader can pinpoint clients who may be experiencing recurring infrastructure issues or who require more proactive management to reduce their overall noise level. This visibility is essential for ensuring that service delivery remains balanced across your entire client base and that no single account is disproportionately consuming your time.

About the Data:

• Aggregates ticket totals based on the selected Period or a custom date range.
• Associates ticket counts with both the Business Name and the specific individual when available.
• Includes a Tag List for each entry to provide context on the categorization of the underlying work.
• Displays the primary Email contact for each person or business associated with the support requests.
• This report includes Tickets with a “Resolved” status.

Next Steps: Business Leaders should identify the top three businesses by ticket count and review their recent support history to see if a recurring technical issue can be addressed through a project. 

Ticket Time By Customer

Target Audience: Biller and Business Leader

Purpose: This report provides a detailed audit of labor duration and billing status for every ticket timer entry within a specific timeframe. It answers the strategic question: Is all technical labor being accurately captured, and has it been successfully converted into billable charges for each client?

Interpret the Report: This report is a primary tool for verifying the accuracy of your labor billing and identifying revenue leakage. By reviewing the entries grouped by Customer Organization, a Business Leader can distinguish between Actual Time spent on a task and the Billable Time eventually passed to the client. Discrepancies between these figures may indicate inefficient processes or generous time-rounding that could be impacting your overall profitability.

For the Biller, the report serves as a final pre-invoicing checklist to ensure no labor logs are left behind. It explicitly tracks which entries have been finalized as charges and which remain pending. By monitoring the status of individual timer logs, you can catch billable events that were never added to an invoice, ensuring the business is fully compensated for every hour of service delivery. This granular visibility allows you to reconcile technician activity with financial output at a glance.

About the Data:

• Pulls data directly from Ticket Timer and Labor Log entries.
• Segregates information into individual sections for each Customer Organization when a specific name is not filtered.
• Compares Actual Time and Billable Time for each recorded technician session.
• Displays the specific Technician Name, associated Rate, and Ticket number for every entry.
• Identifies the Billable and Charged status for each log to track billing progress.

Next Steps: The Biller should identify any entries where the billable status is true but the charged status is false to finalize those items for invoicing. Business Leaders should review the Total Hours per client to ensure labor allocation aligns with the revenue generated by their specific service agreements.

Suggested Review Schedule

Weekly Review (Operational Health & Billing Accuracy)

Focus: Revenue recovery, collections, and maintaining active communication channels.

• Open Balances By Customer: Review weekly to manage accounts receivable and send automated payment statements to overdue clients.
• Pending Ticket Charges: Audit before finalizing weekly billing to ensure hardware and one-off fees aren't "trapped" in the ticketing system.
• Ticket Time By Customer: Cross-reference "Billable" vs. "Charged" status to catch labor logs that haven't been invoiced yet.
• Opt Outs by Customer: Check for bounced emails or manual unsubscribes to ensure clients are actually receiving their invoices and ticket updates.
• Credit Balance By Customer: Review prior to running billing batches to ensure existing "store credits" are applied correctly to new invoices.

Monthly Review (Performance & Relationship Management)

Focus: Resource allocation, contract health, and vendor reconciliation.

• Prepay Hours Balance By Customer: Identify clients running low on hours for renewal opportunities, or high-balance clients who aren't utilizing their paid services.
• Vendor Usage: Reconcile third-party license counts (Microsoft, Acronis, etc.) against recurring invoices to eliminate "ghost licenses" that eat your margins.
• Ticket Count By Customer: Identify clients driving high help desk volume to determine if they need infrastructure upgrades or specialized training.
• Purchases by Customer: Audit hardware buy-back statuses to ensure trade-in equipment is being refurbished and moved into billable inventory promptly.

Quarterly Review (Strategic Planning & Growth)

Focus: Client-facing value demonstrations, market expansion, and ROI analysis.

• Customer Detail: Generate the PDF version for Quarterly Business Reviews (QBRs) to visually demonstrate the volume and complexity of work performed.
• Referrals: Analyze which marketing channels (Google, word-of-mouth, etc.) provide the highest Net Income to optimize your marketing spend.
• Customer Map: Use geographical clusters to plan technician hiring, optimize onsite travel routes, or identify "service deserts" for new sales outreach.
• Contact/Customer Export: Perform a mass data audit or update (via CSV) to keep your CRM clean and synchronized.