Service Desk Monthly Report Document Template

Summarizes ticket volumes, resolutions, and performance metrics.

Service Desk Monthly Report

This report provides an overview of service desk operations during the reporting month. It summarizes ticket volumes, resolution statistics, and key performance metrics to facilitate service improvement and accountability.

Report Overview

Reporting Period: {reportingPeriod}
Prepared By: {preparedBy}
Department: {department}

Summary Statistics

Metric	Value
Total Tickets Received	{totalTickets}
Tickets Resolved	{resolvedTickets}
Resolution Rate (%)	{resolutionRate}
Average Resolution Time	{avgResolutionTime}
First Contact Resolution (%)	{firstContactResolution}

Ticket Category Breakdown

{#ticketCategories}

Category	Tickets	Resolved	Open
{categoryName}	{total}	{resolved}	{open}{/ticketCategories}

{^ticketCategories}No category data to display.{/ticketCategories}

Top Issues

{#topIssues}

{issue} - {count} occurrences

{/topIssues}

Team Performance

{#teamMembers}

Analyst	Tickets Handled	Avg Resolution Time	Customer Rating
{name}	{tickets}	{resolutionTime}	{rating}{/teamMembers}

Customer Satisfaction

Survey Response Rate: {surveyResponseRate}
Average Satisfaction Score: {satisfactionScore} / 5

{#customerComments}

"{comment}" — {customerName}

{/customerComments}

Improvement Actions

{#actionItems}

{title}: {description}

{/actionItems}

Conclusion

{conclusion}

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