Exporting from ConnectWise PSA

1. 1.Use the agreements list, not the companies list: the agreement carries what each client pays and when it renews.
2. 2.Filter to active agreements for managed services, add the company, agreement type, billing amount and dates as columns, and export.
3. 3.If a client has more than one managed agreement, combine them into one row per client in the spreadsheet.
4. 4.Add Contracted users and Contracted devices columns if your agreements are priced per user or device. ConnectWise holds those as agreement addition quantities, so copy them from the additions.

The billing amount must be monthly. For an annual or quarterly agreement, divide it before upload.

1. 1.Use a service board ticket list, with every board you do client work on.
2. 2.Include closed tickets, filter by date entered to your period, and add company, summary, status and resources as columns.
3. 3.Export the list. If your version limits list exports, a service ticket report in its reporting tools gives the same columns.

The initial description, when you can include it, gives the analysis more to read when it looks for out-of-scope work. The ticket's own hours column is best left unmapped: Headroom takes time from the time entries file.

1. 1.Use the time entries list or a time entry report, for every member, filtered to the same period as the tickets.
2. 2.Include company, member, charge to, actual hours and billable option.

Billable option values such as DoNotBill, NoCharge and NoDefault are not plain yes or no. Replace Billable with Yes and the others with No before upload, or leave the column unmapped. Charge To should hold the ticket number; entries charged to a project or activity simply won't link to a ticket.

1. 1.Recurring charges live as additions on each agreement.
2. 2.Export the additions with their company, product, quantity, unit price and extended price. If your version only lists additions one agreement at a time, a report on agreement additions gives them for every client at once.
3. 3.Leave out cancelled additions and one-off products.

Name per-user and per-device lines so the name says so ("Managed Support per user"). Headroom uses those words to find the line that prices each user or device.

1. 1.Contracts are not a report. Use the signed agreement, statement of work or service schedule for each client, as a PDF or text file.
2. 2.If your PSA stores the signed agreement as an attachment on the agreement or contract record, download it from there; otherwise use the copy in your document store.
3. 3.Start with your largest clients and any you suspect are doing work outside their agreement.

Headroom reads the clauses that decide what is billable: device ownership, hardware, project and onsite exclusions, support hours, included hours, third-party applications and new user or device setup. Scanned image-only PDFs have no text to read; use the original document or a text-based PDF.

Users and devices come from Microsoft 365 and your RMM rather than ConnectWise configurations, which rarely hold every user. See the Microsoft 365 and RMM guides.

Microsoft 365 users · RMM device lists

• Export three to six months of tickets and time entries, ending with the last full month. Use the same start and end date for both: the analysis period is the months those dates span.
• Fewer than three months gives too little to compare; more than six makes old agreements and leavers more likely to blur the picture.
• The clients file, users and devices, and billing lines describe what is in place now: current agreements, active users and devices, and current recurring charges. They have no date range.
• Users and devices with a created or first-seen date let Headroom tell when each one was added, so a monthly figure reflects when growth happened.

• Client names must match across every file. Headroom ignores case, spaces and punctuation ("ABC Ltd" and "abc ltd." match) but not different names ("ABC" and "ABC Holdings"). Rename in the spreadsheet before upload if your RMM or Microsoft 365 uses a different name.
• Actual Hours is in hours, and its name says so, so Headroom reads it as hours in both the tickets and the time entries file. When you upload time entries too, the analysis uses them first.
• Headroom reads time in minutes. When the column you map for time has hours in its name (Actual Hours, Hours Worked, Total hrs), a plain number in it is read as hours, in both the tickets and the time entries file, and the upload screen says so. In other columns, a decimal under 24 (1.5) in the time entries file is read as hours, and everything else is read as minutes unless it is written with h (1h 30m). If a column holds hours but its name doesn't say so, rename it or multiply the values by 60 before uploading.
• The billable column must say yes or no in a form Headroom reads: Yes, No, True, False, Billable, Non-billable or No charge. Replace other values, such as an internal code, before upload, or leave the column unmapped.
• Dates are read as day/month/year or year-month-day, with or without a time. If your export writes dates month first (US style, 03/14/2026), change the column's date format in the spreadsheet before uploading.

Other guides

• Autotask PSA (Datto)Which Autotask PSA searches and reports give Headroom its clients, tickets, time entries and billing lines, and how the columns map.Clients, Tickets, Time entries, Billing / agreements
• HaloPSAWhich HaloPSA lists and reports give Headroom its clients, tickets, time entries and billing lines, and how the columns map.Clients, Tickets, Time entries, Billing / agreements
• SyncroWhich Syncro lists give Headroom its clients, tickets, time, assets and billing lines, and how the columns map.Clients, Tickets, Time entries, Users & devices, Billing / agreements
• Microsoft 365 usersHow to export active users and licences from the Microsoft 365 admin centre for Headroom's users and devices file.Users & devices
• RMM device listsHow to export a device list from an RMM such as NinjaOne, Datto RMM or N-able for Headroom's users and devices file.Users & devices