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:

• A MessageBird account

• An Inbox account

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. [e-mail]
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!