Download Reports

The Download Report feature enables you to export a CSV table with basic info on tickets in a certain time period - day, month, or week.

The record for a certain ticket offers info on the status of it, according to the last event that happened on the ticket.

Table of contents

Download Report feature

Report columns

FAQ

Before getting started

You will need:

Download Report feature

To use the feature, head to your Inbox and visit Settings -> Reports:

The available periods for report generation are:

  • day

  • week

  • month

ℹ️ When a report is firstly created, it will automatically be generated at the exact time as requested initially.

Ex.: Weekly report requested for the first time on a Monday at 9 AM, will generate automatically every week on a Monday at 9 AM.

Report columns

Column Name

Explanation

Example data/Possible values

ticket_id

ID of the ticket

ex. 0bc2643b-62f0-43a9-be19-0e7a272e121d

conversation_id

ID of the conversation corresponding to the ticket

ex. 073c7cc2-5ee6-4785-8293-7e3ef5d92e2b

agent_name

Name of the agent last assigned to the ticket.

ex. Katniss Everdeen

agent_email

Email of the agent last assigned to the ticket.

ex. [email protected]

queue_name

Name of the queue the ticket was routed to.

ex. Support Queue

status

Current status of the ticket.

Possible values:

  • new - A ticket was created.

  • enqueued - A ticket was offered to the agent named in the agent_name column in the specific time shown in the timestamp column in the corresponding queue named in the queue_name column.

  • assigned - A ticket was assigned to the agent. This includes:

    • Moved from enqueued to assigned

    • Re-assigned from another assigned agent to the current one

    • Re-opened.

  • removed - A ticket was removed from the agent’s queue because someone else accepted the ticket.

  • agentResponded - An agent replied to the ticket. Does not include internal notes.

  • contactResponded - The last action on the ticket was the end-users reply.

  • completed - A ticket was resolved

substatus

  • active - a ticket is assigned and is active

  • pending - a ticket is assigned and in pending status

  • onhold - a ticket is assigned and in on-hold status

  • blocked - a ticket is assigned and in blocked status

  • merged - a ticket is completed and merged

  • resolved - a ticket is completed and resolved manually

timestamp

Timestamp of the last event on the ticket.

ex. 2022-05-11T10:32:29Z (UTC)

tags

List of tags placed on the ticket.

ex. Support_query

platform

Platform/channel of the ticket.

ex. WhatsApp, Telegram, etc.

ticket_created_at

Timestamp of the moment the ticket was created at.

ex. 2022-04-29T08:52:45Z (UTC)

ticket_updated_at

Timestamp of the last event on the ticket.

ex. 2022-05-11T10:32:29Z (UTC)

sentiment

The mood of the end-users voice in the ticket.

Possible values:

  • Positive

  • Negative

  • Neutral

FAQ

  • I see duplicate reports

Every time you visit the Raw Data Download page and change the reporting period, a new report will be generated right away.

On top of that, based on the period type chosen, a new weekly, monthly or daily report will be generated, too.

To summarize, a change in period will result in a new report for that period being generated.

📤 Feel free to contact our Support in case you might need some help!

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