Halo Reporting

Total tickets

—in selected period

Closed tickets

—No data loaded

Active tickets

—still requiring attention

Median time to assignment

—created to first assignment

Distribution

Tickets by status

Run a report to see status distribution.

At a glance

Reporting notes

Useful observations will appear here once a report is loaded.

Detail

Ticket register

ID	Summary	Status	Agent	Last updated	Last comment
Choose a customer and run a report. Closed tickets are hidden here.

Customer reporting

Monthly technology service review

Choose a customer and reporting month.

Build the report to see the executive service and technology position.

Tickets opened

—during the month

Tickets completed

—during the month

Devices

—in reporting scope

Patch attention

—requires review

Unsupported OS

—outside lifecycle support

Lifecycle due

—replacement review

Executive view

Service and technology position

Build the report to see the customer position.

Recommended focus

Priority actions

Customer-facing priorities will appear here.

Supporting data

Data appendix

The detailed registers supporting the customer summary are collected here so the main report remains focused on trends, risks and recommended action.

Service desk detail

Monthly ticket register


Build a report to see included tickets.

Patch detail

Operating system patch status

Hostname	Operating system	Last check-in	Patch status	Approved pending
Build the report to see device patch status.

OS lifecycle detail

Operating system support

Hostname	Operating system	Lifecycle	Support ends	Reason
Build the report to see OS lifecycle detail.

Windows 11 detail

Windows 11 assessment

Hostname	Current OS	Processor	RAM	TPM	Secure Boot	Assessment	Reason
Build the report to see Windows 11 readiness.

Hardware detail

Hardware replacement planning

Hostname	Manufacturer / model	Processor	Age basis	Estimated year	Lifecycle due	Status
Build the report to see hardware lifecycle planning.

Merged ticket activity across all customersAdmin-only whole-of-business view of merged tickets, merge agent counts, and parent/child relationships

Customer From To

Merged tickets

—closed via merge in period

Parent tickets

—distinct destination tickets

Agents involved

—performed merges in period

Leaderboard

Merges by agent

Load the merge report to see who merges the most tickets.

Detail

Parent and merged tickets

Each parent ticket is followed by its merged child tickets

Parent ticket	Merged ticket	Client	Merged by	Merged at	Status
Load the merge report to see merged ticket groupings.

Date selectable SDM viewDefaults to the last 7 days for weekly review

From To

Tickets in period

—opened in selected range

Tickets out period

—completed in selected range

Net flow

—in minus out

Open backlog

—currently active

Stale

—no update for 3+ days

SLA risk

—due within 24h or breached

Automation excluded

—removed from period and backlog

Customer flow

Selected period and live backlog

Agent flow

Selected period work and live backlog

Attention

SLA risk worklist

Current breached or due within 24 hours

ID	Customer / ticket	Agent	Status	Last updated	Risk

Backlog hygiene

Stale ticket worklist

Current no update for 3+ days

ID	Customer / ticket	Agent	Status	Last updated	Age

Reporting hygiene

Excluded automation and noise

High-confidence Unknown-client items omitted from every metric above

ID	Requester / ticket	Classification	Excluded from

Devices

-visible through API

Billable candidates

-draft endpoint count

Sites

-customer mappings

Online

-currently reporting

Stale

-not seen in 30 days

Attention

-patch, AV, or reboot

Entitlement base

Sites by billable endpoints

Refresh Datto to see site counts.

Connection

Account snapshot

Datto account details will appear after refresh.

Detail

Sample device register

Device	Site	Type	Status	Last seen	Signals
Refresh Datto to load devices.

Total agents

-selected customer

Checked in

-within 30 days

Stale agents

-over 30 days or unknown

Operating systems

OS breakdown

Choose a customer to see OS counts.

Customer

Drill-down notes

Customer-level observations will appear after selection.

Active agents

Checked in within 30 days

Agent	OS	User	Last seen
Choose a customer.

Stale agents

Not checked in post 30 days

Agent	OS	User	Last seen
Choose a customer.

Devices shown

-current filter

Stale excluded

-over 30 days

Healthy devices

-no patch attention

Patch attention

-click to filter

Compliant OS

-in lifecycle support

Noncompliant OS

-out of support

Patch status

Patch Health

Choose a customer to load patch health.

Status explanations will appear after a customer is loaded.

OS patch status

Operating system patch status

Hostname	Operating system	Last check-in	Patch status	Approved pending	Not approved	Installed
Choose a customer to load patch compliance.

OS lifecycle

Operating system support

No lifecycle data loaded

In support-

Out of support-

Unknown mapping-

Hostname	Operating system	Lifecycle	Cycle	Support ends	Latest	Reason
Choose a customer to load lifecycle support.

Users

Create user

Access

Role guide

Admin can manage users and access all dashboards.

Service Delivery Manager can access all reporting dashboards except Admin.

Sales / Account Manager can access customer reporting and reconcile or produce block-hours statements.

Viewer can access Live SDM only for TV dashboards.

Dashboard User opens straight into the Helpdesk Dashboard in TV mode.

Halo

API connection

Wallboard

Office IP access

Prepaid support

Create block-hours agreement

Consumption uses positive Halo action actual time (timetaken), regardless of billable flag. Billing-rounded hours and travel fields are retained in reconciliation evidence but do not replace actual time.

Open Admin to load block-hours agreements.

Reconciliation evidence

Run detail

Action time	Ticket	Action	Type	Agent	Actual	Charge	Billable

Datto RMM

API connection

Datto RMM

Reporting policy

Use patch status values for Patch Attention Approved pending count can force Patch Attention Not approved count can force Patch Attention Enable OS lifecycle enrichment Lifecycle confidence Healthy patch statuses Attention patch statuses

Datto reporting policy not loaded.

Email

SMTP service

Scheduled reporting

Daily service email

Live service delivery

Open backlog tickets

Open Admin to load current backlog tickets.

ID	Summary	Client	Date created	Status	Team	Assigned to	Last updated
Open Admin to load current backlog tickets.

User management

Application users

Username	Role	Status	Password	Created	Actions
Open Admin to load users.