If your organization has a service contract, the helpdesk sends a monthly summary PDF on the first business day of each month, covering the previous calendar month.
What's inside
The report runs 4-8 pages depending on volume:
Page 1 — Cover and headline metrics
- Tickets raised, resolved, and still open at month-end
- SLA compliance percentage (target ≥98%)
- First-time fix rate
- Median first-response time
Page 2 — Volume by category
Bar chart showing tickets per category (Hardware, Network, Software, etc.) — useful for spotting trends. A surge in Network tickets might point to flaky infrastructure rather than user error.
Page 3 — Priority distribution
P1-P4 breakdown by count. A P1 surge is worth investigating; recurring P3 patterns hint at root causes.
Page 4 — Top 10 longest-running tickets
The slow movers. Each row shows the ticket, age, and current status. If something has been Open for three weeks, ask about it.
Pages 5+ — Detail tables
- Asset breakdown (which devices generated the most tickets)
- Top submitters (often a smell — heavy users may need more training, not more support)
- SLA breaches with reasons
What to look for
Compare against the prior month. Two reds and one consistent metric is normal noise; everything regressing month-over-month deserves a conversation with your account manager.
How to get the report if it didn't arrive
- Check your spam folder — large PDFs often get filtered
- Sign in to the client portal → Reports → Monthly summaries — every past month is listed
- Email [email protected] with the subject "Monthly report missing for [month]" — we'll resend within one business day
Customizing the report
We can add or remove sections based on what your organization tracks. Common asks:
- Site-by-site breakdown if you have multiple locations
- Specific KPIs tied to your internal OKRs
- Cost allocation if you pay per ticket
Open a ticket with the change request — it's a one-off setup the team handles within a week.