Reports in Mint Service Desk – A Comprehensive Guide to Smarter IT Data Management

What you can report with Mint Service Desk

• Live view of tickets: statuses, queues, types, assigned agents, priorities, creation/update dates, etc.
• Asset reports: hardware, licenses, locations, categories.
• Contracts & SLAs: which contracts are active, where SLA parameters live, and how delivery looks across a given period.
• CSV/XLSX export and automatic email delivery.
• Generation history of reports — revisit earlier outputs and compare them with new ones.

Report types in Mint Service Desk (with practical examples)

Tickets

For day-to-day operations:

• How many tickets are waiting in each queue?
• Which issue types recur most frequently?
• How is agent workload distributed?

Example: Every Monday morning you check the count of open “High” tickets per queue to decide on team reassignments.

Assets

Keeping hardware and licenses clean and current:

• Which devices need maintenance/replacement?
• Which licenses expire in the next quarter?
• Where (which location) do we have the most devices of a given type?

Example: A quarterly report of devices older than four years — your basis for replacement planning and budgeting.

Contracts (SLAs)

Peace of mind in B2B service delivery:

• Which contracts are active?
• Which renewals are approaching?
• How is SLA performance trending in the selected period?

Example: A monthly SLA report for the customer — a transparent basis for prioritization and planning.

SQL Reports (advanced)

When you need a tailor-made view:

• For specific customers, services, or attributes,
• To align with internal reporting standards.

Filters - from noise to a clear answer

Good filters decide whether you get a click-through list or a direct answer. In Mint you’ll filter by, among others:

• Time (date ranges),
• Status (e.g., only “Open” and “In Progress”),
• Queue and ticket type,
• Assigned agent or group,
• Custom fields (if you use them).

Practical tip: start with the business question (“Do we need more coverage in Queue A this week?”), then set filters and columns. You’ll avoid aimless table scrolling.

Visibility & security - who sees what (and why)

Not everyone needs to see everything. Mint supports three visibility levels:

• Private — only the report author sees it,
• Shared — selected people/teams/roles,
• Public — available to all system users.

Why it matters:

• less noise (teams see only what they need),
• lower risk of accidental data exposure,
• more accountability (it’s clear who views what and why).

Generation history

Every generated report is stored in the system. That means you can:

• Return to previous outputs (e.g., compare March vs. February),
• Avoid re-creating configurations — save time,
• Line up cyclical results (e.g., month over month).

It’s not a second-by-second timeline of status changes. It’s a practical log of report outputs you chose to generate — with date, parameters, and a ready file to open or send.

Scheduler - reports that “arrive by themselves”

The scheduler makes reporting run on autopilot:

• set frequency (e.g., every Monday at 08:00),
• pick recipients (email),
• the system generates and sends the report automatically.

Typical cadences:

• Weekly — Monday queue/workload overview,
• Monthly — customer SLAs, cost snapshots, asset reports for CAPEX/OPEX planning,
• Quarterly — license audits, infrastructure reviews.

Outcome: less manual effort, far more predictability, and — crucially — punctual data.

How to structure reporting (step by step)

1. Naming & standards
   Use a simple convention: Period_Type_Recipient (e.g., Weekly_Tickets_Team-A). Easier search and faster onboarding.
2. Filter templates
   For recurring questions (e.g., Queue A workload), build saved filters. One click = an answer.
3. Role split
   Who creates reports? Who approves? Who receives them? Basic, but it prevents 80% of confusion.
4. Visibility policy
   Default: private. Share only when it’s genuinely needed. Public — for universal, safe summaries.
5. Scheduling
   Define a rhythm (weekly/monthly/quarterly). What goes to whom and why. Avoid overlapping deliveries to the same group.
6. Review & hygiene
   Quarterly clean-up of unused reports, unify names and descriptions. Less noise = faster work.

Quick-win best practices

• Start with 3–4 critical reports (e.g., queue workload, open “High” tickets, monthly SLA, asset maintenance list). Add more once you see the benefits.
• Describe each report in one line (“For scheduling shifts in Queue A”). A year from now, everyone still knows what it’s for.
• Keep only value-adding columns. If nobody reads a column — drop it. Shorter table = quicker decision.
• Push & pull distribution: schedule auto-emails (push), but keep a place in the system where people can fetch reports when needed (pull).
• Export is a bridge, not the goal. CSV/XLSX is for further analysis (e.g., in BI tools). Make sure the format fits what recipients expect.

Pitfalls to avoid

• “A report for everyone” — usually means “for no one”. Define the audience and the question the report answers.
• Over-detailing — 25 columns ≠ better. Often 8–10 essentials are enough.
• Duplicate schedules — two reports hitting the same inbox at the same time = chaos.
• Rare reviews — unused reports multiply. Clean them up quarterly.

A word on data: quality, context, trust

Even the best reporting module won’t fix poor input data. So:

• Enforce consistent names (queues, types, statuses),
• Limit “other/misc” — they’re black holes that eat analysis,
• Provide definitions — agents tag tickets correctly when terms are clear,
• Use custom fields wisely — better two well-used fields than five nobody fills.

That effort comes back as readable reports and faster decisions.

Integrations & cross-team collaboration

Reports rarely live in isolation. They often go to:

• Leadership (monthly operational snapshot),
• Finance (contract settlements, allocations),
• HR (team workload, support/training needs),
• Security/Compliance (excerpts for audits).

When you know who reads what and why, it’s easier to tune cadence, content, and format.

SQL Reports - when “standard” isn’t enough

For unique requirements, custom SQL queries let you:

• combine unusual fields and attributes,
• build audit-ready summaries,
• prepare data shaped for your BI stack.

Good habits here:

• Version your queries (comments/date),
• Document columns (data dictionary for readers),
• Review access & security (who can run what).

The Mint Service Desk Reports module is built to stay out of your way and reduce complexity. You have:

• live data from the system,
• solid filters,
• sensible visibility levels,
• stored generation history,
• and a Scheduler that does the legwork.

The result? Less improvisation, more predictability. Fewer manual tasks, more time for real business support.

Work smarter. Decide faster. Stay in control — with Mint Service Desk.

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