ITSM Software

Reporting, metrics and statistic

Helpdesk reports

A vital key to continual service improvement (CSI) is responding to what your data is telling you.  Without knowing where you are, and where you've been, it's pretty hard to figure out where you're going.

This is where effective reporting, statistics and analysis can really help.

HelpMaster ships with dozens of different reports to cover all of your help-desk and service management needs.  Some are detailed reports - displaying all aspects of an incident or problem, others are statistical in nature - showing trends and "what ifs?". 

Whatever you wish to report on, the chances are HelpMaster contains a report that answers your question, or comes close to it.

Many reports contain both text and graphical information and can be printed, exported to Excel, text, pdf or other formats for further analysis, or even saved as a custom report that you can enhance and modify. 

helpdesk reports

Maximize you understanding of data
100%
Minimize service disruptions by analyzing the data
83%
Get the averages for call time, response rate, technician workloads etc
75%
Define, then reach or exceed your SLAs, KPIs, OLAs
85%

All of the reports that ship with HelpMaster are created using the award-winning, industry standard Crystal Reports.  This means that if you currently have a copy of Crystal Reports, you can create and modify existing reports to meet your exact business requirements.  The HelpMaster database contains all of the reporting views and queries, already pre-made, so all you have to do in most cases is simply point Crystal Reports to a view, and then format the report to how you want it.

HelpMaster also has a database dictionary to assist your developers and report writer to get up to speed quickly with the database structure and design.

Want more reports?

The HelpMaster report selector screen has the ability to run any custom Crystal Report that you can create.  This means that if you have in-house skills in Crystal Reports, your report writers can use our comprehensive database dictionary to create new helpdesk and service management reports.  Once a report has been written, all you need to do is copy it into the "custom reports" folder, and HelpMaster will automatically display your new report in the list of available custom reports.  Easy!

Of course, if you need help with reporting, or would like to have custom reports created to meet your specific business requirements, our professional report writing service can help.

helpdesk reports

 For those using Microsoft Excel, a quick and powerful way to generate reports is to connect Excel directly to HelpMaster's SQL Server database, and then use the power of the Pivot Tables.  For further information about this, please refer to the following blog posts:

 excel helpdesk report