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:
1. Open
A ticket is marked Open when a customer sends the first message.
2. Pending
If an operator is waiting for a customer response, they can change the ticket status to Pending.
3. Solved by Bot
A bot resolved the ticket before an operator took action.
4. Solved by Operator
A human operator marked the ticket as resolved.
5. 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)
Scheduling the Team Inbox Report
1. What is the Team Inbox Report?
The Team Inbox Report is a weekly report that exports key Team Inbox metrics at the ticket level. It provides a summary of all tickets opened during the previous week to help analyze support performance.
2. Who can use the Team Inbox Report scheduling feature?
The Team Inbox Report scheduling feature is available only on the Pro and Business plans.
3. How do I schedule a Team Inbox Report?
Go to Analytics, click Schedule Report, enter the recipient email addresses, select the day of the week and timezone, and click Schedule Report. The report is sent at 9:00 AM in the selected timezone.
4. Can I preview the Team Inbox Report before scheduling it?
Yes. Click the arrow next to Schedule Report and select Download Sample to preview a sample report.
Report contents
5. What does the Team Inbox Report include?
The emailed report includes a summary of weekly Team Inbox metrics with percentage changes compared to the previous week, along with a CSV attachment containing detailed ticket-level data. Campaign chats are not included in the CSV file.
6. What information is included in the Team Inbox Report CSV?
The CSV includes ticket-level details such as the contact name, assigned team, assigned operator or bot, ticket status, tags, ticket link, ticket creation time, First Response Time (FRT), resolution time, resolution timestamp, and expiration timestamp, if applicable.
Ticket statuses
7. What ticket statuses are included in the Team Inbox Report?
The report includes the following ticket statuses:
Open: A customer has sent the first message.
Pending: The ticket is waiting for a customer response.
Solved by Bot: A bot resolved the ticket before an operator responded.
Solved by Operator: A human operator marked the ticket as resolved.
Expired: The ticket expired before it was resolved. This includes missed chats, tickets that expired while waiting for a customer response (Business plan only), and other unresolved expired tickets. On the Pro plan, tickets that expire while waiting for a customer response are included under Expired.