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Ticket Trends turns weeks of PSA ticket history into a brief for service desk reviews and client meetings. It shows what changed, why it matters, what to do next and the evidence behind each point. It is for MSP staff.

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Before you start

  • Company portal users cannot open Ticket Trends. Your role needs Ticket Trends read access.
  • AI Analysis also needs Ticket Trends write access and AI turned on for your tenant.
  • Creating Planner items needs Planner write or manage access and an eligible active subscription.
  • Connect and map at least one PSA (ConnectWise, Halo, Syncro or Autotask), and let tickets sync. The page only sees what your PSA sync brings across.
  • You need enough ticket history to fill the lookback you choose.

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Run an analysis

1

Open Ticket Trends

In the sidebar, open MSP Tools > Ticket Trends.
2

Choose the companies

Use the company selector at the top of the app. Pick Global View for the whole desk, or one client for meeting prep.
3

Choose the lookback

Open Weeks preset and pick Last 8 weeks, Last 12 weeks, Last 26 weeks or Last 52 weeks. Use 12 weeks for monthly reviews and 26 or 52 for quarterly reviews. The page may open on a period that already has a saved analysis. Changing the scope or period loads the saved data. It does not start a new AI run.Ticket Trends lookback menu showing 8, 12, 26 and 52 weeks.
4

Click AI Analysis

The button reads Re-run AI Analysis when an analysis exists. The button shows Analyzing… and the run usually takes one to two minutes. A wide scope can take longer. The old result stays on screen until the new one is ready.
5

Check Last analyzed

Read Last analyzed under the header to see how fresh the report is.
A successful analysis can be re-generated once per week. If the analysis is in an older format, the page asks you to re-run it. A failed run shows Analysis failed. Please try running it again. and you can retry. A new PSA sync does not remove the weekly limit.

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Open an earlier analysis

1

Open Analysis history

Click Analysis history and type in Search analyses… if needed.
2

Pick an analysis

Choosing an older one also sets its lookback period. A line reads Viewing saved analysis from and the date.
3

Go back to the current one

Click Latest analysis.

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Read the brief and evidence

Use the section navigation on the right to jump between sections. The page remembers which evidence sections you left open. A section is missing when the analysis has nothing for it. Ticket links and drilldowns open the supporting tickets. While an analysis is running, drilldowns pause and a message reads AI analysis is running. Category counts in the report come from the saved analysis, but drilldowns show current tickets. A sync or category change since then can make the totals differ.

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Common reviews

  1. Open Ticket Trends with Last 12 weeks and Global View.
  2. Read Executive Summary and Key metrics.
  3. If a card shows a warning, open Recommended Actions and pick the top one or two for your next service desk meeting.
  4. Open the matching evidence section to see which companies, weeks or categories triggered it.
  1. Select the client in the company selector.
  2. Choose Last 26 weeks or Last 52 weeks.
  3. Click AI Analysis or Re-run AI Analysis so the report covers that client.
  4. Read Per-Client Talking Points and Forecast Outlook.
  5. Click Print / PDF to save a copy.
  1. Check the Recurring Issues card in Key metrics.
  2. Open Identified Trends to see the clusters, affected companies and sample tickets.
  3. Use a trend that hits several clients to plan a one-time fix, an automation or a knowledge base article.
  1. Read Category Watchlist.
  2. Open Category Breakdown to confirm the numbers.
  3. Treat a category that keeps growing without a clear reason as a process or tooling gap.

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Turn recommendations into Planner work

1

Select one client

Pick a single company in the company selector. Global View cannot create company-specific Planner items.
2

Select recommendations

Check the recommendations you want in Recommended Actions.
3

Click Preview selected in Planner

This asks the AI for a preview. It creates nothing yet.
4

Review the preview

In Planner Preview, read each proposal’s title, summary, What, Where, Why it matters and How. Select or clear proposals. The footer shows how many items will be created.
5

Click Add selected to Planner

This creates the items now. Click Cancel to leave without creating any.
6

Open Planner

Check the new items, then add dates, owners, costs and client visibility.
New items start Not Started, with no scheduled dates, and are hidden from clients. Adding the same recommendations again creates another set. If a request fails or you are unsure, check Planner before you try again. MSP administrators with Manage Settings Ticket Trends access can exclude values from every chart and analysis. The exclusions apply to your whole tenant, whatever company is selected.
1

Open the settings

Go to Settings > MSP Tools > Ticket Trends.
2

Pick values to exclude

In Boards, Types, Categories, Issue Types, Sub-Issue Types, Statuses, Sources and Priorities, select the values to leave out. Remove a chip to include that value again. A counter shows how many values are excluded.
3

Click Save Changes

A toast reads Saved. Rebuilding trend aggregates, this takes 1-2 minutes. Click Reset before saving to go back to the last saved selection.
4

Check the report

After a couple of minutes, reopen Ticket Trends and check Last analyzed. Re-run the analysis if the old result still shows.
Exclusions do not delete tickets or stop PSA sync. The counter counts excluded values, not tickets. The dropdowns are empty until a PSA has synced tickets.

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Export and share

  • Click Print / PDF on the report to open the browser print dialog. Save as PDF from there. Check the pages before you share.
  • Click the CSV icon next to Weekly Data, Company Metrics or Category Metrics to download that table. A CSV does not contain the whole brief or every ticket.
  • For a one-image capture, add ?screenshot=1 to the Ticket Trends address. The page flattens so Edge or Chrome Capture whole page can capture it. Expand the evidence you want first.

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Troubleshooting

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Frequently asked questions

No. Running it needs Ticket Trends write access and AI turned on.
No. It loads the saved analysis for that scope. Click AI Analysis for a new one.
It prefers a period that already has a saved analysis. Pick the period you want.
A successful analysis can be re-generated once per week.
No. Add selected to Planner creates them. They start with no dates and hidden from clients.
No. Select one client and at least one recommendation.
No. It restores the last saved selection in the editor. To undo a saved exclusion, change the selection and save again.
The settings saved. The rebuild runs in the background and takes a couple of minutes. If old results persist, ask your administrator to check.