SAMPLE · WEEKLY REPORT
What you get every week.
Every help desk client gets this report each week: tickets, response times against the agreed targets, recurring issues and what we suggest doing about them.
Example figures to show the layout, not real client data.
Example Co. · week of Monday
Tickets opened120
Resolved114
Escalated6
First response within target98%
Response times by priority
| Priority | Example | First-response target | Tickets | Within target |
|---|---|---|---|---|
| Critical | Nobody can work | 15 minutes | 3 | 3 of 3 |
| High | One person can’t work | 1 hour | 11 | 10 of 11 |
| Normal | Something isn’t working right | 4 business hours | 72 | 71 of 72 |
| Low | Request or question | Next business day | 34 | 34 of 34 |
Targets are the published service levels.
Recurring issues and suggested fixes
| Issue | What we suggest |
|---|---|
| Password resets (31 tickets) | Suggested fix: turn on self-service password reset |
| Shared printer offline (9 tickets) | Suggested fix: give the printer a fixed network address |
| Laptop slow to start (6 tickets) | Suggested fix: two laptops are due for replacement |
For IT providers
On white-label plans the same report carries your brand and covers each of your clients, with SLA attainment by priority and opportunities we spotted for them.
White-label help desk for IT providers →Want this report for your team?
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