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
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
| <p> </p><p>Column Name</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>new - A ticket was created.</li><li>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.</li><li><p>assigned - 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>removed - A ticket was removed from the agent’s queue because someone else accepted the ticket.</li><li>agentResponded - An agent replied to the ticket. Does not include internal notes.</li><li>contactResponded - The last action on the ticket was the end-users reply.</li><li>completed - A ticket was resolved</li></ul> |
| substatus | <ul><li>active - a ticket is assigned and is active</li><li>pending - a ticket is assigned and in pending status</li><li>onhold - a ticket is assigned and in on-hold status</li><li>blocked - a ticket is assigned and in blocked status</li><li>merged - a ticket is completed and merged</li><li>resolved - 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 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
- 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!