Export reporting tickets - Enneo documentation

Autorisierungen

Authorization

string

header

erforderlich

JWT-based authentication

Abfrageparameter

format

enum<string>

Export format. Defaults to the backend defaultDateExportFormat setting when omitted.

Verfügbare Optionen:

xlsx,

csv,

json

limit

integer

Standard:100

The number of items to return

Erforderlicher Bereich: 1 <= x <= 1000

offset

integer

Standard:0

The number of items to skip

Erforderlicher Bereich: x >= 0

orderByField

string

Column used to order the result set. Must be a column from the reporting_tickets table (for example createdAt, status, secondsToClose).

orderByDirection

enum<string>

Standard:desc

Sort direction applied to orderByField.

Verfügbare Optionen:

asc,

desc

Antwort

Export scheduled or returned successfully.

integer

Ticket ID

channel

enum<string>

Communication channel

Verfügbare Optionen:

email,

portal,

phone,

system,

chat,

walkIn,

letter

direction

enum<string>

Message direction

Verfügbare Optionen:

in,

out,

internal

status

enum<string>

Ticket status

Verfügbare Optionen:

open,

closed,

pending,

resolved,

waitingOnCustomer,

waitingOnThirdParty

priority

enum<string>

Ticket priority

Verfügbare Optionen:

low,

medium,

high,

urgent

contractId

string | null

Contract identifier

customerId

string | null

Customer identifier

customerLegitimation

integer

Customer legitimation level (0–100)

topic

string | null

Primary topic (top-level tag name)

subTopic

string | null

Sub-topic (child tag name)

allTags

string | null

Comma-separated list of all assigned tag names

incomingMessages

integer | null

Count of incoming messages

outgoingMessages

integer | null

Count of outgoing messages

internalMessages

integer | null

Count of internal messages

manualWorkEntries

integer | null

Count of manual work entries

createdAt

string<date-time>

Ticket creation timestamp

closedAt

string<date-time> | null

Ticket close timestamp

modifiedAt

string<date-time>

Last modification timestamp

dueBy

string<date-time> | null

SLA due-by timestamp

lastMessageAt

string<date-time> | null

Timestamp of last message on the ticket

lastCustomerMessageAt

string<date-time> | null

Timestamp of last customer message

secondsSinceLastCustomerMessage

integer | null

Seconds elapsed since last customer message

secondsToClose

integer | null

Seconds from creation to close

secondsClosedAfterSLA

integer | null

Seconds the ticket was closed after the SLA deadline (negative = closed before SLA)

string

Email address of the assigned agent. Omitted when reportingPrivacyLevel is pseudonymized.

rawData

string

Full ticket payload as JSON string. Omitted when reportingPrivacyLevel is pseudonymized.

Beispiel:

[
  {
    "id": 4711,
    "channel": "email",
    "direction": "in",
    "status": "closed",
    "priority": "high",
    "contractId": "C-1001",
    "customerId": "CU-42",
    "customerLegitimation": 20,
    "topic": "Billing",
    "subTopic": "Payment reminder",
    "allTags": "Billing, Payment reminder",
    "incomingMessages": 3,
    "outgoingMessages": 2,
    "internalMessages": 1,
    "manualWorkEntries": 1,
    "createdAt": "2024-05-12 09:00:00",
    "closedAt": "2024-05-13 16:15:00",
    "modifiedAt": "2024-05-13 16:15:00",
    "dueBy": "2024-05-20 09:00:00",
    "lastMessageAt": "2024-05-13 16:15:00",
    "lastCustomerMessageAt": "2024-05-13 14:22:00",
    "secondsSinceLastCustomerMessage": 6780,
    "secondsToClose": 116100,
    "secondsClosedAfterSLA": -3600,
    "email": "agent@example.com",
    "rawData": "{...}"
  }
]

APIs

Autorisierungen

Abfrageparameter

Antwort