When a technician marks a ticket Resolved, the helpdesk generates a PDF resolution report and attaches it to the closing email. For contract clients, this report is the auditable proof of work — the document referenced when invoicing or reviewing service quality.
What's in the report
The report is one or two pages and contains:
- Header — your organization's branding, ticket number, and dates
- Summary — subject, category, priority, submitter
- Asset details if the ticket was linked to a specific device
- Timeline — every state change from Open to Resolved with timestamps
- Technician notes — public comments only (internal notes are excluded)
- Resolution statement — the fix as the tech described it
- Time spent — total work time, if logged
- SLA performance — was the response and resolution target met?
- Customer signature if captured on-site
What to do with it
- File it — if you're at a regulated organization (finance, healthcare), this is your audit trail
- Verify the resolution matches what you experienced. If it doesn't, reply to the closing email and reopen.
- Forward to your manager for monthly reviews if your org tracks IT activity
If the report doesn't arrive
Most likely your email filtered it as a large attachment. Check spam, then:
- Open your tracking link
- Scroll to the attachments section
- The PDF is named
Resolution_TKT-…pdf
For client portal users, all your resolution reports are listed under My tickets → Closed, indefinitely.
Disputing a resolution
If you disagree with the closure — "the fix didn't work" or "this wasn't really resolved" — reopen the ticket within 7 days using the email reply or the tracking link's Reopen button. After 7 days the ticket auto-closes, but you can still reopen by following the [reopening a closed ticket](/kb/reopening-a-closed-ticket) steps.
If you're unhappy with the work itself (not the fix), escalate to the duty manager via a comment on the ticket. They'll review and respond within 24 hours.