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.
Broadcasts are now Campaigns – same powerful features, updated name!
Instructions
How to Schedule the Report
Follow these steps to set up the report schedule:
Navigate to the Analytics page.
Click on Schedule Report.
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.
Click Schedule Report.
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 Campaign 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 weekly export that provides ticket-level metrics for all Team Inbox conversations opened in the past week.
2. Who can use the Team Inbox Report scheduling feature?
This feature is available only to users on the Pro and Business plans.
3. What is included in the weekly Team Inbox Report?
The report includes a summary of weekly performance metrics and a CSV file with detailed ticket-level data, excluding Campaign chats.
Report scheduling and access
4. How do I schedule a Team Inbox Report?
You can schedule the report from the Analytics page by selecting Schedule Report, adding recipient emails, choosing a day and timezone, and confirming the schedule.
5. When is the scheduled report sent?
The report is sent at 9:00 AM based on the timezone selected during scheduling.
6. Can I send the report to multiple email recipients?
Yes. You can add multiple email addresses, separated by commas, when setting up the report.
7. Can I preview the report before scheduling it?
Yes. You can download a sample report by clicking the arrow next to Schedule Report and selecting Download Sample.
8. Can I modify or unsubscribe from a scheduled report?
Yes. After scheduling, you can click Report Scheduled to view details, make changes, or unsubscribe.
Report format and delivery
9. How is the Team Inbox Report delivered?
The report is sent via email with the subject “Your Weekly Team Inbox Analytics Report” and includes a CSV attachment.
10. Can I reply to the report email?
No. The report is sent from [email protected], and replies to this email are not monitored.
Ticket data and statuses
11. What information is included in the CSV file?
The CSV includes details such as contact name, assigned team, operator name, ticket status, tags, ticket links, response times, and resolution timestamps.
12. What does Ticket First Response Time (FRT) mean?
Ticket FRT is the time between when a ticket is created and when the first reply is sent by an operator or bot.
13. How is Ticket Resolution Time calculated?
Ticket Resolution Time measures how long it took to resolve a ticket, excluding any time the ticket spent in Pending status.
14. What ticket statuses appear in the report?
Tickets can be marked as Open, Pending, Solved by Bot, Solved by Operator, or Expired, depending on how the conversation progressed.
15. How are expired tickets classified in the report?
Expired tickets may include missed chats with no response, tickets expired while pending on the customer (Business plan only), or other unresolved expired tickets.