The Client Monthly Service Report contains multiple widgets that display the monthly number of tickets in different statuses, the monthly percentage of tickets that meet the response and resolution Service Level Agreements (SLAs), and more. It helps Managed Service Providers (MSPs) provide their clients with a monthly structured summary of ticket statistics, response times, and SLA performance.
Who can use the Client Monthly Service report
- Users with ConnectWise Manage - API integration can utilize the report.
- Users with admin role can clone the report.
- Normal users can view the report.
Why should I use the Client Monthly Service report
Using the Client Monthly Service Report helps Managed Service Providers (MSPs) provide their clients in the following areas:
- Tracking and comparing the number of tickets in different statuses
- Monitoring ticket resolution times
- Facilitating proactive management and optimizing resolution strategies
- Improving service quality and customer satisfaction
- Tracking Service Level Agreement (SLA) performance summaries
- Customizing ready-to-use reports
Prerequisites
- Active ConnectWise Manage - API integration.
- An Admin role is required for cloning the report and editing the report settings.
Client Monthly Service report
Here are the widgets in this report:
| Category | Name | Description |
| Slicer | Client Name | A slicer allows you to select the client you want to filter. |
| Date Range | A slicer allows you to select the date range you want to filter. Default to Last Month. |
|
| Board Name | A slicer allows you to select the board of the tickets you want to filter. |
|
| Type | A slicer allows you to select the type of the tickets you want to filter. |
|
| Service Overview | Ticket Activity Summary | A grid widget that shows the total count of Open Tickets, Opened Tickets, and Closed Tickets per customer. |
| Tickets Opened Vs. Closed (by Week) | A line chart widget shows open vs. closed tickets by week. |
|
| Tickets Opened (By Priority) | A pie chart widget showing the breakdown by priority of tickets opened from the last month. |
|
| Tickets Opened (By Type) | A pie chart widget showing the breakdown by type of tickets opened from the last month. |
|
| Tickets Opened (by Sub-Type) | A pie chart widget showing the breakdown of opened tickets by sub-type for the current month. This includes a date range slicer. |
|
| Tickets Opened (By Source) | A column chart widget that shows the count of tickets opened per source. |
|
| Tickets Opened (by User) - Top 20 | A column chart widget showing the count of tickets opened by contacts in the last 14 days. |
|
| Avg. Time To Response | A card number displaying the average time to response (in hours) for tickets. By default, the date range is not filtered and captures all tickets. |
|
| Avg. Time To Resolution Plan | Efficiently monitor resolution planning with our card number widget, presenting the average time (in hours) to resolution plan over the last 14 days. Stay informed about turnaround times, enabling proactive management and optimized resolution strategies for enhanced service quality and client satisfaction. |
|
| Avg. Time to Resolution | A card number widget displaying the average time to resolution for tickets resolved. |
|
| Response SLA Met % | This widget shows the percentage of tickets that met the defined response SLA within the selected period. |
|
| Resolution Plan SLA Met % | This widget shows the percentage of tickets that met the defined Resolution Plan SLA within the selected period. |
|
| Resolution SLA Met % | This widget shows the percentage of tickets that met the defined Resolution SLA within the selected period. |
|
| SLA Summary by Priority | This widget provides an SLA performance summary grouped by priority, tracking key metrics such as total closed tickets, SLA adherence, and response and resolution times. |
|
| Ticket Details | Open Tickets List | A table showing the list of all open tickets in the board. |
| Tickets Closed List | A table showing the list of all closed tickets in the board. |
How to start using the Client Monthly Service report
- On the MSPbots app, go to Reports.
- Click Best Practice and search for Client Monthly Service in the search bar.
- Click
> Clone.
- When the Clone window appears, select the Clone the Associated Widgets option.
- Review the details in the other fields and click Continue to save. The cloned report will appear under the My Reports tab.
- Customize your report by adjusting the widget filters or adding more widgets from our available templates.
- Set up and send scheduled reports.
- Customize your report.
- Send it out to clients using the MSPbots Scheduled Reporting. This will automatically generate and send out the reports at regular intervals.
If your company name varies across PSAs, map these names using the Client Mapping feature. Please raise a support ticket so we can update the slicer used in the report template. We are actively working on improving the Automated Client Mapping feature to make this experience easier for you.