The Monthly summary is a two-page report on one calendar month of support: what came in, how fast the team answered, how customers felt, and what's worth keeping an eye on. It's written to be forwarded as-is to a manager, a director or a client.
Opening it
Go to Reports (under Insights in the sidebar) and click Monthly summary, the first report in the list.
- The month picker at the top offers the last 12 months. The current month is marked (so far).
- The Help desk filter works here too: pick one desk for a desk-only report, or leave it on Whole workspace (organization admins) or All my desks (everyone else).
- The date-range picker isn't shown, because the report always covers a whole calendar month.
What you see on screen is exactly what goes into the PDF.
Downloading the PDF
- Pick the month (and desk, if you want one).
- Click Download PDF. The report opens in a new tab and your browser's print window appears.
- Choose Save as PDF as the destination (in some browsers it's called Microsoft Print to PDF or Save to PDF) and save.
If you closed the print window by accident, click Save as PDF at the top of that tab to open it again. You need to be signed in to IntelliDesk in the same browser. If the tab says "Sign in to see this report", sign in and try again.
For the neatest result, leave the paper size on A4 and switch on Background graphics if your browser offers it.
The report carries your workspace name, and your logo and brand colour from Settings → Portal Branding. If you haven't set a logo, the first letter of your workspace name is used instead.
Want the figures in a spreadsheet instead? Export CSV at the top right of Reports downloads the same month's numbers, section by section, with the previous month alongside.
What's in it
Page 1
- The header: your workspace, the month, and whether it's the Full month or Month to date, plus the desk it covers.
- A written summary: three or four plain sentences, every one taken from the numbers below it. For example, how many tickets came in and were resolved, how quickly customers heard back, SLA and satisfaction, and what Jev (the AI assistant) did if it's switched on.
- Eight headline figures: Tickets received, Tickets resolved, Median first reply, Median time to resolve, First replies within SLA, Resolved within SLA, Customer satisfaction, and Unresolved at month end (or Unresolved now for the current month). Each shows how it compares with the month before.
- Tickets by week: received and resolved side by side for each week of the month.
- How customers got in touch: tickets by channel.
- By help desk: received, resolved, SLA and CSAT per desk.
- What went well and Worth watching: up to four points each (see below).
Page 2
- The team: up to eight agents who resolved tickets in the month, with how many they resolved, their median first reply and their satisfaction score.
- Top customers: your five busiest companies by tickets received, compared with the month before, with their CSAT.
- Top topics: your six most-used tags on tickets received in the month, compared with the month before.
- AI & automation: tickets triaged, chats resolved by AI alone, AI replies sent, and agent time saved (an estimate). This section only appears when the AI did something that month.
- What customers said: up to three recent comments from customers who gave 4 or 5 stars. Each is credited with the customer's first name and company.
- How these numbers are counted: a short note on the definitions, printed on the report itself.
Because customer comments and company names appear on page 2, read it through before sending the report outside your organisation.
How "What went well" and "Worth watching" are chosen
These points are picked automatically from the numbers, never written freehand. Each possible point has a rule, and the strongest four of each kind are shown.
What went well can include:
- First replies at least 10% faster than the month before.
- 95% or more of first replies within SLA.
- Customer satisfaction of 90% or more, from at least 5 ratings.
- The unresolved backlog shrinking by 5 tickets or more.
- The team resolving more tickets than came in.
- The agent who resolved the most tickets, if they resolved at least 5.
- The AI resolving 3 or more live chats without a person.
Worth watching can include:
- First replies at least 15% slower than the month before.
- The first-reply SLA dropping by 5 points or more.
- A desk with at least 5 tickets meeting its SLA on fewer than 80% of them.
- Satisfaction falling by 5 points or more (from at least 5 ratings).
- The backlog growing by 5 tickets or more (whole months only).
- 10% or more of resolved tickets being reopened.
- A tag rising sharply: at least 5 tickets and at least half as many again as the month before, or 5 or more tickets on a tag that didn't appear the month before (whole months only).
- Jev flagging 3 or more frustrated customers.
If nothing crosses a threshold, you'll see "Nothing stood out as a clear improvement this month." or "No warning signs this month."
The current month (month to date)
You can open the current month at any time. It covers the 1st up to today, and the header says Month to date, 1–[today's date].
A part-month can't fairly be compared with a whole one, so:
- Tickets received and Tickets resolved aren't compared as a percentage. Instead you see last month's full total for reference, such as "August: 212".
- Top customers and Top topics show last month's figures for reference, not a plus-or-minus change.
- The written summary doesn't compare ticket counts with last month.
- "Worth watching" leaves out the backlog-growth and rising-topic points.
Times, SLA percentages and satisfaction are still compared with last month, because they're rates rather than totals. The unresolved figure is compared with the end of last month.
For a report that compares cleanly, wait until the month is over and pick it from the list.
How the numbers are counted
The monthly summary uses the same definitions as the rest of Reports, with two differences worth knowing:
- SLA figures cover tickets received in the month whose target has been met or missed. (The SLA report counts targets decided in the period, whatever month the ticket arrived.)
- Customer satisfaction is the share of 4–5 star ratings given in the month. (The CSAT report counts surveys sent in the period.)
So the monthly figures can differ a little from the SLA and CSAT reports for the same month. Other points:
- Times are business time, using your default business hours and time zone, which are printed on the report. In the PDF, a "day" in a duration such as 2d 4h means 24 hours of business time, not a working day.
- Resolved means closed in the month, whenever the ticket arrived.
- Merged and trashed tickets, and live chats the AI handled without a person, are left out of ticket figures. The AI section counts those chats.
For every definition, see How IntelliDesk calculates your report numbers.