Producing a monthly report for a client

For agencies and managed-service providers who must show the value of their support contract.

What to include

Tickets raised and resolved, first response and resolution averages, SLA compliance against their contract, a breakdown by category, and the two or three items still open with their current status.

What to leave out

Individual agent names and internal notes. The client is buying a service, not supervising your staff.

Producing it

Filter Reports by company and period, export, and paste into your own template. Doing this on the same date each month makes the trend line the most persuasive part of the document.