Appearance

Weekly Summary Reports ​

Weekly Summary Reports deliver automated email reports with key metrics, trends, and resolution stats. Reports are generated as visual presentations and sent to your specified recipients.

Report Audiences ​

Reports come in two variants, each tailored to a different audience:

Business Owner Reports ​

Designed for executives and business owners, these reports include:

  • Service desk summary -- Ticket volume, resolution stats, and response times.
  • Customer sentiment -- Percentage of positive interactions and frustrated customers.
  • Automation impact -- Auto-resolved and agent-assisted ticket rates, plus automation potential.
  • Recurring patterns & alerts -- Active alerts with severity and top recurring issues.
  • Recommendations -- Actionable suggestions based on your data.

Manager Reports ​

Designed for technical managers, these reports include everything in the business owner report plus:

  • Team performance -- Per-technician metrics including resolved count, average resolution time, and escalation rate.
  • Tech/client affinities -- Patterns in which technicians handle which clients.
  • Escalation patterns -- Escalation data and trends.
  • Company breakdown -- Per-company metrics for client-level visibility.

Setup ​

  1. Navigate to Settings > Reports > Weekly Summary Reports.
  2. Configure the following:
    • Enable Reports -- Toggle reporting on or off.
    • Organization Display Name -- Used as the report title.
    • API Key -- Required for generating visual presentations.
    • Business Owner Emails -- Recipients who will receive the executive summary.
    • Manager Emails -- Recipients who will receive the detailed operational report.
    • Reporting Period -- Choose 7, 14, or 30 days.
  3. Click Save Settings.
  4. Use Send Test Report to generate a sample report and verify delivery.

Report Delivery ​

Reports are delivered via email and include:

  • A link to the interactive visual presentation.
  • A link to download the report as a PDF.
  • The reporting period dates and organization name.

Requirements ​

  • Only users with the Admin role can configure report settings.
  • An API key is required for report generation.
  • Up to 50 recipients can be added per audience list.