Data Export

Data export is available in JSON format. The export process will generate zip files containing JSON files with all the relevant data.
Once the export process is complete, you will be be able to download the files to your computer through an internal URL.
In order to begin the data export, please contact us according to the instructions below.

You can find the Data Reference sheet here.

Exportable Items

The following areas ("item types") of your Wix Answers account will be exported:
  • Tickets
  • Articles
  • Categories
  • Users
    • Customers
    • Agents
  • Companies
  • Labels
  • Groups (agents)
  • Custom Fields
    • Agent Fields
    • Customer Fields
    • Company Fields
    • Ticket Fields
  • Brands
  • Queues
  • Roles
  • Saved Replies
  • Teams
  • Locations

Exported Zip File Structure

The export process will generate ZIP files, you can download them from the following internal account URL:
https://{your-account-name}.wixanswers.com/settings/answers-export 
For every item type that will be exported, a separate ZIP file will be created.
Item types that are frequently updated will be exported with a timestamp "from-to" in the filename. Item types that are less frequently updated will be exported without a timestamp and these files will overwrite the previously exported file for the same item type.
Export by "Last Updated Date"
Please note, frequently updated item types that are exported with a timestamp in the filename are exported according to the items' "last updated date".
In the first export instance, exported data will contain all data in your account up until the export timestamp.
In the next export instance, exported data of frequently updated item types will contain only items that were created or updated after the last export instance.
The ZIP files are named according to the item type, for example the "Queues" output file will be named "Queues.zip".
Item types that are frequently updated will contain a "from-to" timestamp in the ZIP filename. For example the "Companies" ZIP file will be named: "companies_{from-unix-timestamp_milliseconds}_{to-unix-timestamp_milliseconds}_{from-readable_YYYY/MM/DD}_{to_readable_YYYY/MM/DD}.zip".
The list below shows the behavior for each item types' ZIP file:
Item Type
File will be overwritten
Filename will contain Timestamp
Tickets

V
Users

V
Companies

V
Articles

V
Categories

V
Saved Replies

V
Labels
V

Groups
V

Custom Fields
V

Brands
V

Queues
V

Roles
V

Teams
V

Locations
V

Attachments & Call Recordings

Tickets may have various types of media files; attachments (inline or attached) and phone call recordings.
Other item types may also include media files, such as Company logo or User (customer/agent) profile image.
These media files are not exported. Rather, a URL will be exported referring to the online file from which you will be able to download the media file. This URL can be accessed with an agent authorization token or an API key and secret that can be generated from within the Wix Answers account.
You can find more about how Wix Answers authorization works here. You can also find API key authorization info here.

Requesting A Data Export

To begin the data export, please contact us so we can run the export process for you. Once the request is fulfilled on our end, you will be notified through the channel or support ticket in which we received your initial request.

Please use the same contact method to request additional export instances if these are required.
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