> For the complete documentation index, see [llms.txt](https://docs.bird.com/connectivity-platform/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.bird.com/connectivity-platform/inbox-reporting/download-reports.md).

# 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 <a href="#id-01g1gfm7g9ps9nej6fk50ra187" id="id-01g1gfm7g9ps9nej6fk50ra187"></a>

[Download Report feature](#01G4WDR2917JNBGS37WEFA805S)

[Report columns ](#01G4Z5MMRYJ89BPSGDPWHB31MN)

[FAQ](#01GCC3WW2FN4N2GJTBFGV8VFF8)

#### Before getting started <a href="#h_01g1geszhahn77945r03rv1na9" id="h_01g1geszhahn77945r03rv1na9"></a>

You will need:

* A [MessageBird account](https://dashboard.messagebird.com/)
* An [Inbox account](https://inbox.messagebird.com/)&#x20;

#### Download Report feature <a href="#id-01g4wdr2917jnbgs37wefa805s" id="id-01g4wdr2917jnbgs37wefa805s"></a>

To use the feature, head to your Inbox and visit Settings -> [Reports:](https://inbox.messagebird.com/manager/download-report)

<figure><img src="/files/VxZ1hlo6NbD7tQx485AE" alt=""><figcaption></figcaption></figure>

The available periods for report generation are:

* day
* week
* month

#### &#x20;<a href="#id-01g4z681mc2hqfw7bnw7n62n49" id="id-01g4z681mc2hqfw7bnw7n62n49"></a>

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  <a href="#id-01g4z5mmryj89bpsgdpwhb31mn" id="id-01g4z5mmryj89bpsgdpwhb31mn"></a>

| <p> </p><p><strong>Column Name</strong></p><p> </p> | **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.                                                    | <p>Possible values:</p><ul><li><code>new</code> - A ticket was created.</li><li><code>enqueued</code> - A ticket was offered to the agent named in the <code>agent\_name</code> column in the specific time shown in the <code>timestamp</code> column in the corresponding queue named in the <code>queue\_name</code> column.</li><li><p><code>assigned</code> - A ticket was assigned to the agent. This includes:</p><ul><li>Moved from enqueued to assigned</li><li>Re-assigned from another assigned agent to the current one</li><li>Re-opened.</li></ul></li><li><code>removed</code> - A ticket was removed from the agent’s queue because someone else accepted the ticket.</li><li><code>agentResponded</code> - An agent replied to the ticket. Does not include internal notes.</li><li><code>contactResponded</code> - The last action on the ticket was the end-users reply.</li><li><code>completed</code> - A ticket was resolved</li></ul> |
| **substatus**                                       |                                                                                  | <ul><li><code>active</code> - a ticket is assigned and is active</li><li><code>pending</code> - a ticket is assigned and in <em>pending</em> status</li><li><code>onhold</code> - a ticket is assigned and in <em>on-hold</em> status</li><li><code>blocked</code> - a ticket is assigned and in <em>blocked</em> status</li><li><code>merged</code> - a ticket is completed and merged</li><li><code>resolved</code> - a ticket is completed and resolved manually</li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                |
| **timestamp**                                       | Timestamp of the last event on the ticket.                                       | ex. *2022-05-11T10:32:29Z* (UTC)                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| **tags**                                            | List of [tags](https://inbox.messagebird.com/manager/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.                                   | <p>Possible values:</p><ul><li>Positive</li><li>Negative</li><li>Neutral</li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           |

#### FAQ <a href="#id-01gcc3ww2fn4n2gjtbfgv8vff8" id="id-01gcc3ww2fn4n2gjtbfgv8vff8"></a>

* *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](https://support.messagebird.com/hc/en-us/requests/new) in case you might need some help!


---

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