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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Reporting and Continuous Improvement

Measuring first-call resolution

Hornbill’s reporting and dashboards let you define, measure, and report on first-call resolution as its own metric, independent of how an incident is prioritized, so you can track how efficiently your service desk resolves issues at first contact.

Learn more: Reports | My Dashboards

Capturing and reporting support costs

Time and effort spent resolving incidents can be captured using Hornbill’s Timesheet Manager, giving cost center managers visibility of support effort for individual incidents or in aggregate over time. This data can then feed into your existing finance or invoicing processes where required.

Learn more: Timesheet Manager Configuration Guide

Post-incident reviews

Using views, dashboards, and reports built around your own criteria, you can identify incidents that should trigger a post-incident review — such as major incidents, incidents against particular services or users, or incidents where targets were missed — helping to drive continuous improvement.

Learn more: Reports | My Dashboards

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