What a service report shows
For one client organisation and one period: requests raised and resolved, requests still open, first reply within target, resolution within target, typical reply and resolution times, reopened requests, first-contact resolution and escalations.
It breaks these down by priority and category, lists the requests that missed their target, shows how requests came in, includes satisfaction scores where you use surveys, and ends with the full list of requests.
The figures come from the same calculations as your Tickets report, so your team and your client always see the same numbers.
Open a report
Open Organisations and choose the client. Select Service report.
Choose the period: This month, Last month, Last quarter or Custom dates. The preview shows exactly what the client will see.
Share it with the client
Select Download PDF to attach it to an email or a monthly review.
Or choose how long the link should work and select Copy customer link. The client opens it without signing in, and can download the PDF from it. The figures stay up to date for the chosen period each time it is opened.
Under Customer links you see every link, who created it, how often it was opened and when it expires. Select Revoke to stop a link at once.
Who can do what
Anyone with access to the full reports can open and download a service report. Only supervisors and administrators can create or revoke customer links.
A client never sees your internal notes, other clients' requests or your agents' full names.
Good to know
A request counts for the organisation its contact belongs to. Keep contacts linked to the right organisation so their requests appear in its report.
If something does not work
If the report is empty, check the period and that the client's contacts belong to the organisation. If a client says a link has expired, create a new one. If you are still stuck, email GoDesk support at help@godesk.co.ke with your workspace name and what you see on screen.
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