The Client health review is one company's quarter (or month) in one document: how healthy the account is and why, the goals you agreed, the tickets you handled and how fast, what the client thought of it, the work you delivered, and the hours and invoices behind it. It's built to go in front of the client — a quarterly business review pack — with a separate internal copy for your own team.
Open a company and choose ⋯ → Client health review. It needs Scheduled Reports switched on for your organization (System → Features, under Insights).
What's in it#
- A cover with your logo and the client's, the period and what it's compared with, the health score, who it was prepared for and by, the quarter in a sentence, and what's inside.
- Your quarter at a glance — the health score with each factor behind it and how it moved over the period; tickets resolved, on-time response, satisfaction and hours delivered, each with its change; and the client's lifecycle goals with where each one stands.
- Service and support — tickets opened and resolved, what they asked for (by ticket type), first response and resolution on time with the median times, satisfaction surveys, and the project work completed.
- Hours and billing — hours by month against the hours their agreements include, invoices and payments by month, and what's still to pay.
- Notes and definitions — what each number means, in plain words.
Every figure covers only this company, and only what you can see: tickets on boards you can open, hours if you can see everyone's time, billing if you can see the company's finance. A part you can't see — or whose module is switched off — isn't in your review at all, rather than showing an empty space.
Period and comparison#
The review covers last quarter compared with the quarter before unless you pick something else at the top: last month, month to date, quarter to date, year to date or your own dates, compared with the previous period, the same period last year, or nothing. Short periods are drawn week by week, longer ones month by month. Health is read from the nightly snapshots, so the score is the client's score on the last day of the period.
Client copy and internal copy#
The client copy is what you send. It leaves out internal figures and your team's own read of the account ("Your read" in the health settings) — the score still counts it, and the notes say so.
The internal copy — offered to people who can see profitability — adds a block marked Internal only: the return on the account over the last 12 months, the effective rate, and how long until the next agreement renews.
Publish to the client portal#
Choose Publish to the client portal at the top of the review to put a copy where the client can read it, instead of emailing a PDF. It's open to people who can manage client portal access.
- Pick what to count. The dialog lists the ticket boards and the projects to count in the portal copy, with the ones every reader at that company can already see ticked. Only the ones you tick are counted. With none ticked, that section is left out of the copy. A person sees the review only if their portal access covers every board and project it counts.
- What the portal copy leaves out. Hours and billing, the billing signal in the health score, and the detail behind each signal. The client sees the score and the other signals, not the money or the time behind them.
- It's frozen as published. The client sees the review as it looked when you published it, for the period you were viewing. Later changes to tickets or projects don't alter it. To share newer numbers, publish again.
- Who sees it. People at that company whose portal access includes the Reports permission. The dialog tells you how many, and warns you when the portal is off for the company or nobody can see reports yet.
- Withdraw it. If you shouldn't have shared it, choose Withdraw… on the company's Client portal card and give a reason. Your client stops seeing it straight away, and you keep the PDF that was sent.
- See what's published. The company's Overview has a Client portal card listing everything published to that client (status reports too), when it was shared, by whom and how many times it was opened. Withdrawn reviews stay listed there.
Print and Export PDF#
- Export PDF makes the PDF of exactly what you're looking at — period, comparison and copy — and downloads it, usually in well under a minute. Keep the window open until it's ready. It isn't emailed, and only you can download it.
- Print opens the same pages in your browser to print or save.
The PDF uses US Letter pages with a full cover, then one page per part, with your organization, the review and its period at the top of each page and "Page X of Y" at the bottom. Exported files are kept for the same time as report files (13 months unless an admin changed it).