Download Reports
Last updated
Last updated
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.
You will need:
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.
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. katniss.everdeen@district12.com
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)
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
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!
