Description
Tickets For Month (sequence 1 - title page)
All tickets Opened, by Type, in previous calendar month
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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Service Request (sequence 2)
Service Requests
This report highlights the most frequently requested categories by customers. Identifying the most popular request types can help pinpoint opportunities for automation. Automating these high-volume requests could reduce the workload on Support Engineers and improve response times for end users.
Categories Available
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Service Request - L2 - Admin (sequence 3)
Service Requests - Admin
This report provides a breakdown of administrative tasks that are either requested by customers or performed by Support Engineers. It offers visibility into the volume and types of routine activities being handled, which can help identify opportunities for process improvement, automation, or reallocation of resources.
If two bars appear for the same item in this report, it indicates a comparison between the current and previous month’s data.
Service Request - L2 - Advice (sequence 4)
Service Request - Advice
This report presents insights into the types of advice provided by the Support Team. Further analysis of this data may reveal common themes or recurring queries that could be used to enhance existing knowledge base articles. Additionally, these insights could inform targeted newsletter content aimed at educating customers, ultimately helping to reduce the volume of support requests.
If two bars appear for the same item in this report, it indicates a comparison between the current and previous month’s data.
Categories Available
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Service Request - L2 - Hardware (sequence 5)
Service Request - Hardware
This report outlines service requests related to Hardware, Installations, Sales and Decommissioning. A consistently high volume of requests—particularly those also involving Sales—may indicate a need for better promotion of the self-service portal. Encouraging end users to use the appropriate portal forms can reduce double-handling by both Support and Sales teams. Additionally, portal forms can ensure that complete and accurate information is captured upfront, minimizing the need for follow-up and improving overall efficiency.
Categories Available
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Service Request - L2 - Software (sequence 6)
Service Request - Software
This report supports further analysis to identify whether existing request forms can be improved or better promoted to customers, with the goal of reducing support demand. For example, a consistently high number of installation requests from a particular customer may suggest the need for a more streamlined deployment process—such as leveraging Microsoft Intune and a Corporate Portal that links to approved applications in the Microsoft Store.
Service Request - L2 - User (sequence 7)
Service Request - User
This report outlines activities performed by the Support Team on end-user accounts, including onboarding, offboarding, password resets, and MFA (Multi-Factor Authentication) resets. Tracking these actions helps identify trends in account-related support and may highlight areas for automation or process improvement.
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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