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 Autotask 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 Autotask Integration Setup.
- An Admin role is required for cloning the report and editing the report settings.
| Category | Name | Description |
| Slicer | Client Name | A slicer allows you to select the client names you want to filter. |
| Widget | Tickets Opened Previous Month | A card number showing the count of tickets with a created date from the previous month. |
| Tickets Closed Previous Month | A card number widget showing the count of tickets completed in the previous month. |
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| Tickets Opened vs. Closed Previous Month | A column chart showing the count of opened and closed tickets in the previous month grouped by each day. |
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| Tickets Opened Previous Month (By Type) | A pie chart widget that provides an overview of the current type of each of your company's tickets opened in the previous month. |
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| Average Time to First Response Previous Month | This card number widget displays the average time to first response in minutes for tickets with a first response date from previous month. |
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| Average Time to Resolution Plan Previous Month | A card number displaying the average time to resolution plan (in hours) for the tickets that were resolution planned in the previous month. |
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| Average Time to Resolution Previous Month | A card number widget that displays the average time of resolution (in hours) for the tickets resolved in the previous month. |
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| Average Time to Resolution Previous Month (By Week) | A column widget that displays the average time of resolution of the tickets in the previous month in a weekly basis. |
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| Tickets Opened Previous Month (By Priority) | A pie chart widget that provides the breakdown of opened tickets last month grouped by priority. |
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| SLA Statistics Previous Month (By Priority) | A grid widget showing the count of tickets that met its SLA, Response SLA, Resolution Plan SLA, Resolution SLA, as well as their corresponding percentages over the total tickets opened in the previous month, partitioned by their priority. |
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| Most Active Users Previous Month | A column chart widget that displays the most active ticket requesters in the previous month. |
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.