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Clarity user guide

Updated

Overview

Clarity is The One Stack's analytics and business intelligence product. It pulls in your PSA data (tickets, time entries, contracts, invoices), surfaces dashboards and KPIs, answers questions in plain English through THEO, delivers scheduled reports, and sends alerts when thresholds trip or anomalies show up. Clarity adapts its language and benchmarks to your vertical — MSP or Legal.

Key Features

  • Executive KPIs: MRR, ARR, active clients, gross margin, open tickets, headcount
  • Per-client health scores (0-100) combining ticket trend, SLA, open age, payment status
  • Profitability analysis, technician performance, SLA reporting, revenue analytics
  • Revenue and capacity forecasting, churn risk scoring
  • Natural-language queries that THEO turns into SQL and chart specs, with streaming results
  • Saved queries for questions you run repeatedly
  • Custom dashboards with drag-and-drop widgets and a gallery of ready-made templates per vertical
  • Threshold alerts (metric over/under a value) and Smart Alerts (pattern-based anomaly detection)
  • Scheduled reports delivered by email on a weekly cadence (a monthly report has no in-app setup today)
  • PSA connectors for Autotask, ConnectWise Manage, and HaloPSA with encrypted credentials and sync progress
  • Read-only client portal so MSP clients see their own tickets, SLA, devices, invoices, and health
  • Public 7-day share tokens for dashboards you want to send to outside viewers
  • CSV exports: tickets, time entries, client profitability, tech performance, invoices, audit log, contracts
  • Vertical-aware context: THEO's prompt adapts to MSP or Legal
  • Industry-estimate benchmarks per vertical so you can see how your numbers compare

How To: Create a Dashboard

  1. Open Clarity and go to Dashboards.
  2. Click New Dashboard (or Browse Templates). Templates come pre-built per vertical — pick one that fits and click Install.
  3. Add widgets: revenue trend, open tickets, SLA, tech utilization, churn risk, client health heatmap, etc.
  4. Drag widgets to reorder. Click a widget to edit filters.
  5. Save. Mark as Default to make it your landing page.
  6. Use Snapshot to save a point-in-time version.

How To: Connect a Data Source

  1. Go to Connectors > New.
  2. Pick your PSA type: Autotask, ConnectWise Manage, or HaloPSA.
  3. Enter credentials (encrypted at rest). Pick a sync interval (15, 30, 60 minutes, or daily).
  4. Click Test Connection. Once green, save.
  5. Click Sync Now. Watch progress on the connector's Status tab — tickets, time entries, contracts, and invoices flow in.
  6. The worker runs incremental syncs every 15 minutes after the first full sync.

How To: Ask a Question in English

  1. Go to Query. Type your question: "What was MRR last month compared to the prior month?" or "Which client has the most overdue tickets?"
  2. Click Run. THEO drafts SQL, runs it, and shows you a table or chart. Results stream in as they compute.
  3. Click Save to keep the question under Saved Queries.
  4. Use Suggestions to see common questions for your vertical.
  5. NL queries are rate-limited to 20 per minute per org to keep AI spend predictable.

How To: Build Alerts

  1. Go to Alerts > New.
  2. Threshold alert: pick a metric (MRR, open tickets, SLA breach rate), a condition (above, below, equals), and a threshold. Pick a notification channel (bell, email, both).
  3. Smart alerts: go to Smart Alerts and enable any of the platform's preset patterns. Edit which ones apply to you.
  4. Alerts fire on the 15-minute worker schedule. History is in Alerts > History.
  5. Click Check on any alert to evaluate immediately.

How To: Schedule a Report

  1. Go to Settings > Weekly Report.
  2. Turn on Enable weekly report, then pick the Send Day and Send Time.
  3. Choose Brief or Full detail and switch the sections you want on or off.
  4. Add the internal recipients who should receive it.
  5. Save. Clarity emails the report on the schedule you set — Monday 08:00 UTC until you choose otherwise.
  6. Click Send test now to email a copy to your configured recipients.
  7. For a report on demand, go to Reports > Weekly Report and click Generate Report.

How To: Share a Dashboard

  1. Open the dashboard and click Share.
  2. Clarity creates a 7-day public token. Copy the share URL.
  3. Anyone with the link can view (read-only) for 7 days. Revoke by clicking Unshare.
  4. Shared dashboards are viewable in HTML form too, good for emailing a snapshot.

How To: Use the Client Portal

  1. Go to Settings > Client Portal. Toggle Enabled. Choose what each client sees: tickets, SLA, devices, invoices, health.
  2. Each client hits the portal with their integration key. They see only their data.
  3. The portal is great for transparency — clients can self-serve their own status instead of asking your team.

How To: Export Data

  1. Go to Exports.
  2. Click the CSV link for tickets, time entries, client profitability, tech performance, invoices, audit log, or contracts.
  3. Exports are logged so you know who pulled what.

Frequently Asked Questions

How often does data sync from my PSA? Every 15 minutes in incremental mode. Full syncs run when you trigger them manually.

Are benchmarks real peer data? No. Benchmarks are industry estimates baked in per vertical. They give you a reference point, not a peer comparison. They're labeled as such in the UI and prompts.

How does the vertical adapt? Clarity picks your vertical from (in order): a manual override in Settings, your JWT, the products you have active, and a default of MSP. This drives THEO's language, default dashboards, and benchmarks.

Is there a mobile view? Yes. The dashboards and query results are responsive.

Can I give different roles different views? Yes. Admins see everything. Non-admins see the dashboards and data permitted by your platform-wide role setup.

What if my PSA isn't supported? Currently Autotask, ConnectWise Manage, and HaloPSA are the connectors. For others, you can export CSV into Clarity's normalized tables or use Bridge to ingest.

Troubleshooting

Connector sync failing. Check Connectors > Status for the error. Most failures are credential-related or an API permission issue on the PSA side.

Natural-language query returns an error. THEO couldn't draft valid SQL. Try rewording — simpler questions work better. Or check if THEO is configured (THEO_SERVICE_URL).

Alert never fires. The alert worker runs every 15 minutes. Confirm the alert is active, the metric is populated by a recent sync, and the condition is actually being met.

Scheduled report missing. Confirm Enable weekly report is on in Settings > Weekly Report, that at least one internal recipient is saved, and that your mail filters are not hiding it. The report is emailed on the day and hour you configured.

Share link returns 404. Share tokens expire after 7 days. Create a new share.

Client portal shows nothing. Make sure Client Portal is enabled in Settings, the client has the right integration key, and at least one data source has synced.

Custom dashboard template install fails. The template may require a connector that isn't set up. Install the connector first, then try again.