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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

FAQ

Before getting started

You will need:

Download Report feature

To use the feature, head to your Inbox and visit Settings -> Reports:
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The available periods for report generation are:
  • day
  • week
  • month

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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.
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!