Open the reports module in any mature help desk and you will find hundreds of prebuilt reports, lovingly crafted and never once opened. Meanwhile the manager asks the same three questions in every review meeting, out loud, because no report answers them. This guide builds the three that do.
ServiceDesk Plus reporting is broad: prebuilt reports across requests, SLA, assets and surveys, a custom report builder, live dashboards, and - in the cloud edition - a deeper analytics integration with Zoho Analytics. Breadth is not the problem. Audience is. A report earns its existence when a named person reads it on a schedule and makes one decision because of it. Judged by that standard, almost every management conversation in IT support reduces to three questions: are we keeping our promises, where is the work piling up, and what keeps breaking. Build those three well and you can let the other reports rest.
This is the SLA report: compliance percentages for response and resolution, split by priority and by group, with the trend across months next to the raw count of breaches. Show the two clocks separately - response compliance is usually high and proves the desk is awake; resolution compliance is where reality lives. Include the breach list itself, short enough to read, because the pattern inside it (one site, one application, one vendor dependency) is the actual management information. This report's decision is always the same shape: adjust a target, fix a process, or add capacity. If a quarter passes with breaches nobody discussed, the SLA has quietly become fiction - this report is how you notice in month one instead of month nine.
The workload view answers the resourcing question with facts: open tickets by technician and group, ticket ageing - how many are older than three days, seven days - new tickets arriving versus tickets closing each week, and the unassigned count, which should embarrass someone daily until it reaches zero and stays there. This is the report that ends arguments about who is busy. It also protects technicians: when one name carries double the open load for a month, the case for help, training or redistribution is printed on the page. Schedule it weekly to the IT lead, not monthly to the wall - a pile-up is a condition you treat while it is small. ServiceDesk Plus dashboards make this a live screen; the scheduled report makes it a habit.
Group closed tickets by category, then by requester, site and - where assets are linked - by machine, and sort by count. The top of this list is your office's real reliability story: the printer that generates a ticket a week, the application everyone struggles with, the site whose internet fails every month. This report feeds everything else in this series. Its top entries become knowledge base articles, agenda items for vendor calls, replacement requests with evidence, and - in the Enterprise edition - problem records that track the fix properly. It is also the most persuasive document an IT team can carry into a budget meeting: not "we feel busy", but "these five causes produced 40 percent of all tickets; here is what removing each one costs."
A report that must be remembered will be forgotten. Use the scheduling built into ServiceDesk Plus: the workload read lands with the IT lead every Monday, the SLA and repeat-offender reads land with management monthly, and the dashboard stays on a screen where the team passes it. In the cloud edition, the Zoho Analytics integration is there when you outgrow the built-ins - cross-module analysis, prettier board-level views - but earn it by first proving the habit with the standard reports. Add the requester satisfaction survey results to the monthly pack: speed numbers beside happiness numbers keep each honest. And hold the discipline that gives all of this meaning: every report ends with one decision, written down, with an owner. A report that produces no decision twice in a row gets redesigned or deleted.
The walkthrough shows the ticket data being created - every report in this guide is built from exactly those fields.
Watch Full VideoNo - a full set of prebuilt reports, a custom report builder and dashboards come with the product across editions. The cloud edition additionally integrates with Zoho Analytics for deeper business-intelligence work, which is an optional step up, not a requirement.
Yes. Reports in ServiceDesk Plus can be scheduled and delivered by email on a daily, weekly or monthly rhythm, which is how the three reads in this guide stay alive - Monday workload for the IT lead, monthly SLA and repeat-offender views for management.
Yes. ServiceDesk Plus can attach a satisfaction survey to ticket closure and reports on the results. Read it beside the SLA numbers: fast and unhappy, or slightly slower and appreciated, are very different problems with very different fixes.