How to read a client's Overview page

How to do it

1. 1

   Open the client and stay on Overview.

   Open Clients, pick a client, then open the Overview tab. The cards show open tickets, devices and users.

2. 2

   Read the service numbers.

   It has three numbers: SLA Response, Avg First Response and Tickets Opened. Pick Last 30 Days, This Month or Last Month beside the heading. It opens on Last 30 Days. A dash means nothing to measure, or the numbers still load. Your client sees the same numbers on their own dashboard.

3. 3

   Read Needs attention.

   It counts devices where app updates cannot work at all. Winget is missing, or its app source cannot be used. Above zero the number turns amber, and a line says how many devices. At zero it reads App updates working. Click it to see the open alerts for those devices on the client's Alerts tab. It shows only when the MSP module is on.

4. 4

   Check the contact and billing details in the Client card.

   The Client card is on the right. It shows the Primary Contact with their email. It also shows the Domain, the Address, the Office Phone and the Billing Email. The office and billing address are one saved address, so it shows once. A different shipping address shows as a note. A field with nothing saved reads Not set. Click Edit on the card to change any of it. Edit shows only if you can edit clients.

5. 5

   See which tools are linked.

   Each integration your company set up has a dot. Green is Linked. Grey says not linked. Amber says Ignored. The header counts them, such as 3 linked. Ignored ones do not count as linked. The client's numbers at each vendor are on the Integrations tab, not here. A small arrow opens the client in the vendor's own tool, when there is one.

6. 6

   Open Included services and scope.

   This card folds. It starts closed. Its header says how many are in scope, such as 4 of 9 in scope. Each line reads In scope or Not in scope. A link goes to the plan or board that decides it. Or it says Default rule. It only shows. To change it, edit the plan or the board.

7. 7

   Build a Health briefing or a Monthly rundown.

   Both start empty. You build them when you need them. Health briefing is a short written summary of the client's health for a review. Elise writes it. Press Generate with Elise. Monthly rundown is a table of the last 30 days. It covers tickets, invoices, hours, SLA and CSAT. Press Build the rundown. Use Copy as text to paste the rundown into an email.

   Note: Nothing in the Monthly rundown is written by AI. Code counts every number.
8. 8

   Check the Users card and the owning pod.

   The Users card counts active portal users. Click it to open the Users tab. Every client has an owning pod. Find it under Edit, then Settings. If it is blank, the client goes to your default pod. New tickets start in that pod.

What you will have

• Read the three numbers for service.
• Read Needs attention and open its alerts.
• Find and change the contact and billing details.
• See which integrations are linked.
• See which services are in scope and why.
• Build a Health briefing or Monthly rundown.

Why it works this way: How to read a client's Overview page

If it did not work: How to read a client's Overview page

• You see no Needs attention: the MSP module is off. Integrations hides for the same reason.
• You see no Edit on the Client card: you need edit rights for clients.
• A number shows a dash: there was nothing to measure, or it is still loading.
• A scope line looks wrong: the card only shows. Change the plan or the board that decides it.

Questions this page answers

Keep digging

• Install the agent and manage one client's devices from its Devices tab
• Give one client its own script values on its RMM tab
• Who can do what in your portal, your private vault and your security page
• How to change a client user's portal role