Skip to main content

How to Schedule and Use the Team Inbox Report

Updated over 3 weeks ago

Summary

The Team Inbox Report allows dashboard users to schedule a weekly export of key Team Inbox metrics at a ticket level. This feature provides a comprehensive summary of all tickets opened in the past week, enabling users to analyze support performance in detail.

Note: This report scheduling feature is available only on Pro and Business plans.

Instructions

How to Schedule the Report

Follow these steps to set up the report schedule:

  1. Navigate to the Analytics page.

  2. Click on Schedule Report.

  3. Enter the required details:

    • Email recipients: Add email addresses separated by commas to send the report to multiple recipients.

    • Day of the week: Select the day you want to receive the report.

    • Timezone: Choose the timezone for report delivery. The report is sent at 9:00 AM in the selected timezone.

  4. Click Schedule Report.

  5. Once scheduled, click Report Scheduled to view details, make changes, or unsubscribe if needed.

Preview a Sample Report

If you want to see a sample report before scheduling:

  • Click the arrow next to Schedule Report.

  • Select Download Sample.

Report Format

Once scheduled, the report is emailed with the subject "Your Weekly Team Inbox Analytics Report" from [email protected].

Note: Do not reply to this email, as responses are not monitored.

The email includes:

  • A summary of key metrics for the week, showing percentage changes compared to the previous week.

  • A CSV file attachment containing detailed ticket-level data (excluding Broadcast chats).

Report Columns Explained

Column Name

Description

Contact Name

Name of the contact with whom the chat took place.

Team(s)

Teams assigned to the ticket at the time of report generation.

Operator Name

The assigned operator’s name. If assigned to a bot, it shows "Bot".

Ticket Status

Status of the ticket (detailed below).

Tags

Tags associated with the ticket.

Ticket Link

Direct link to the first message in the ticket.

Ticket Opened At

Date and time when the ticket was created.

Ticket FRT

First Response Time: Time between ticket creation and the first reply by an operator or bot.

Resolved At

Date and time when the ticket was marked as solved.

Ticket Resolution Time

Time taken to resolve the ticket, excluding the time spent in Pending status.

Expired At

Date and time when the ticket expired (if applicable).

Ticket Statuses

Each ticket is assigned one of the following statuses:

Open

  • A ticket is marked Open when a customer sends the first message.

Pending

  • If an operator is waiting for a customer response, they can change the ticket status to Pending.

Solved by Bot

  • A bot resolved the ticket before an operator took action.

Solved by Operator

  • A human operator marked the ticket as resolved.

Expired Tickets

  • Expired without operator response (Missed Chats): Tickets that expired without a single response from an operator or bot.

  • Expired when pending on customer (Business Plan only)

    • Tickets that expired while waiting for a customer response.

    • Pro plan users will see these counted under "Expired".

  • Expired: All other tickets that expired without resolution.

Frequently Asked Questions (FAQs)

General Questions

1. What is the Team Inbox Report?

→ The Team Inbox Report is a scheduled weekly export of key Team Inbox metrics at a ticket level. It provides insights into ticket activity and operator performance over the past week.

2. Who can access the Team Inbox Report?

→ This report scheduling feature is available only for users on the Pro and Business plans.

3. How is the report delivered?

→ The report is emailed to the specified recipients with the subject "Your Weekly Team Inbox Analytics Report" from [email protected].

4. Can I reply to the report email?

→ No, responses to [email protected] are not monitored.

Scheduling the Report

5. How do I schedule the Team Inbox Report?

  • Go to the Analytics page.

  • Click Schedule Report.

  • Enter email recipients (separate multiple emails with commas).

  • Select the day of the week for report delivery.

  • Choose the timezone (report is sent at 9:00 AM in the selected timezone).

  • Click Schedule Report.

6. Can I change or cancel my report subscription?

→ Yes. After scheduling, click Report Scheduled to modify or unsubscribe from the report.

7. Is it possible to preview the report before scheduling?

→ Yes. Click the arrow next to Schedule Report, then select Download Sample to preview the format.

Report Details

8. What format is the report available in?

→ The report is sent as a CSV file attachment in the email.

9. What information does the report contain?

→ The report includes:

  • A summary of key metrics with percentage changes from the previous week.

  • Detailed ticket-level data (excluding Broadcast chats).

10. What columns are included in the report?

→ The report contains data such as:

  • Contact Name

  • Team(s)

  • Operator Name

  • Ticket Status

  • Tags

  • Ticket Opened At

  • First Response Time (FRT)

  • Resolved At

  • Ticket Resolution Time

  • Expired At

  • Ticket Statuses

11. What do the different ticket statuses mean?

  • Open: A customer message has opened the ticket.

  • Pending: The operator is waiting for a customer response.

  • Solved by Bot: The bot resolved the ticket.

Did this answer your question?