It is a simple concept, but an ever-powerful one, to be able to assign different elements of the help desk software being used, a category for reporting purposes. Whether the requests themselves, the type of businesses supported, type of contracts sold, and so on. NetHelpDesk assists in all these areas.
Edit the Category groups to specify categories relevant to your business, and with four groups of Categories to utilise, you can have one group for opening, and one for closing, to see how they differ in reporting. One could be for Requests, one for Projects, one for Sales Leads and Opportunities, one for Change Requests. One for the IT team, one for Facilities Management. The opportunities are endless.
Organise the people you support in the main view, by colour code in the Area/Client level to indicate a further sub category.