Displays all tickets opened in the past month, categorized by type. Useful for identifying areas that may require further analysis or optimisation.

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Tickets Last Month by Type

Incident-type tickets are categorized to highlight the most common issues. These top categories can reveal which incidents have been particularly problematic, helping to identify trends or recurring issues. This insight can support further investigation or suggest areas where improved end-user training could reduce future occurrences.

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Triage - Incident L1

Provides detailed insights into software-related incidents. Categories such as Adobe, Microsoft 365, and Operating Systems are broken down to a third level of classification. This helps identify which operating systems may be more prone to issues—though Windows is expected to appear most frequently due to its widespread use. Microsoft 365 applications are further analysed to pinpoint specific apps that may require additional support. This can inform the development of knowledge base articles and end-user training to help reduce the overall helpdesk workload

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Triage - Incident L2 - Software

If two bars appear for the same item in this report, it indicates a comparison between the current and previous month’s data.

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Triage - Incident L2 - Software - L3 - Operating System

If two bars appear for the same item in this report, it indicates a comparison between the current and previous month’s data.

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Triage - Incident L2 - Software - L3 Microsoft 365

If two bars appear for the same item in this report, it indicates a comparison between the current and previous month’s data.

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Triage - Incident L2 - Software - L3 Software

This metric is expected to remain low, as most entries should be classified as Service Requests rather than Incidents—except for Account Lockouts, which are valid Incident types.

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Triage - Incident L2 - Admin

This report identifies backup-related requests that have been incorrectly classified as Incidents. In most cases, recovery actions should be logged as Service Requests. However, if a recovery is associated with a security breach or critical failure, it may be appropriately classified as an Incident.

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Triage - Incident L2 - Backup

This report highlights hardware-related incidents. A consistently high volume in a particular category may indicate a need for improved ticket categorisation. It could also suggest that clearer instructions are required when shipping peripherals to users, to help reduce avoidable incidents

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Triage - Incident L2 - Hardware

This report highlights incidents related to hardware components, including Cabling, Cabinet Racks, DNS, Firewalls, Routers, NAS, Switches, VPN, and WiFi. A consistently high number of incidents in any one category may indicate a need for improved ticket categorisation or clearer issue reporting. For example, frequent issues with VPN or WiFi could point to configuration or user setup challenges. Similarly, repeated incidents involving physical components like cabling or switches may suggest the need for better documentation

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Triage - Incident L2 - Network

This report outlines the categories associated with security-related incidents. A consistently high volume in any specific category over time may warrant further investigation. Such trends could indicate that a particular customer requires targeted security training or enhanced security services to mitigate recurring risks.

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Triage - Incident L2 - Security