Monthly client reports

Monthly client reports email each enrolled client a client-friendly summary of the previous calendar month’s service. Manage the program at Admin › Automated Monthly Reports (requires the Manage settings permission). A working SMTP account is required.

Global settings

• Master switch (monthly_report_global_enabled) — when off, no reports are sent regardless of per-company enrolment.
• Send day (monthly_report_send_day, 1–28) and send hour (monthly_report_send_hour, 0–23).
• Subject template (monthly_report_subject) — supports {company_name}, {month}, {month_short}, and {year}.
• Default sections (monthly_report_default_sections) for newly enrolled companies.

Report sections

Each report can include any of these sections; the first five are enabled by default:

• Ticket Summary — open and closed counts
• Response & Resolution — average response and resolution times
• SLA Compliance — SLA percentage
• Top Issues — most common issue categories
• Client Satisfaction — CSAT average and trend
• Asset Summary — asset count and warranty status

Enrolling a client

Per-company options live on the company record: enable monthly reports, choose its sections (or inherit the defaults), set an optional intro message (which supports a {first_name} token), choose the recipient contacts, and optionally BCC the account manager. Each recipient email carries a personal unsubscribe link.

How sending works

On the configured send day a background job runs for every enrolled, active company that has not already received that month’s report, covering the previous calendar month. Sends are de-duplicated per company per period and recorded in a log you can review on the admin page, including recipient count and any errors. You can also send a preview to a single address without affecting the log.