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Export: Data Reference
For general information regarding Data Export, please visit this article.
Tickets
- Tickets data is exported by last update date.
- Tickets ZIP filename will contain to/from timestamps in UNIX and readable formats (i.e "tickets {from-unix-timestamp_milliseconds}_{to-unix-timestamp_milliseconds}_{from-readable_YYYY/MM/DD}_{to_readable_YYYY/MM/DD}"
- Tickets export contains ticket data as well as "Replies" and "Phone Calls".
- Tickets ZIP files can contain up to 20,000 Tickets. If more Tickets need to be exported, they will be exported in a new ZIP file.
- If a key has no data, the key will not appear in the exported item object. For example, if a ticket has no attachment, this key will not appear.
Key | Description | Type | Reference |
---|---|---|---|
id | Backend ID | GUID | |
brandId | Ticket brand | GUID | Brands.zip |
ticketNumber | Customer facing ticket number | String | |
locale | Ticket language | String | |
creationDate | Date created | UNIX | |
lastUpdateDate | Last update date | UNIX | |
userId | ID of ticket "reporter" / customer | GUID | Users.zip |
assigneeId | Agent -or- Group ticket is assigned to | GUID | Groups.zip - OR - Users.zip |
allCcUserIds | All entities that were CC'd on a ticket | GUID | Users.zip |
customFields | Object containing all existing ticket field values | Object (Key: Value) | Custom Fields.zip |
companyId | Company entity that ticket is associated to | GUID | Companies.zip |
priority | Ticket priority | Integer | |
createdByAgentId | ID of user (agent) if ticket was created by an agent | GUID | Users.zip |
status | Ticket status | Integer | |
subject | Ticket subject | String | |
labelIds | Array of ticket labels | GUID | Labels.zip |
attachments | Files attached to first ticket message | String (URL) | |
content | First ticket reply content | String | |
channel | Ticket channel | Integer |
Tickets: Replies
- Replies are an array of objects inside a Ticket object, under "replies" key.
- First reply in all tickets can be found in the Ticket Object under the field "content". See above Tickets table.
- If there are no Replies on a specific ticket, there will be no "replies" key in the exported item object.
Key | Description | Type | Reference |
---|---|---|---|
id | Backend ID | GUID | |
userId | User (agent/customer) who replied | GUID | Users.zip |
creationDate | Date created | UNIX | |
lastUpdateDate | Last update date | UNIX | |
content | Reply content | String | |
type | Reply type | Integer | *Customer: 100 *CC recipient: 101 *Non-CC'd recipient: 102 *Agent: 110 *Internal: 120 |
attachments | Reply attachments | String (URL) | |
twitterChannelType | For Twitter tickets only | Integer |
Tickets: Phone Calls
- If a call instance was "successful" and the recording is available in the ticket, a recording URL will be exported. If a call instance was not successful and there's no recording in the ticket, the call will be exported without a recording URL.
- Phone calls are an array of objects inside a Ticket object, under "phoneCalls" key.
- If there are no Phone Calls on a specific ticket, there will be no "phoneCalls" key in the exported item object.
Key | Description | Type | Reference |
---|---|---|---|
id | Backend ID | GUID | |
creationDate | Date created | UNIX | |
lastUpdateDate | Last update date | UNIX | |
queueId | Queue of the call (incoming/callbacks) | GUID | Queues.zip |
userPhoneNumber | Customer phone number for this call | Object (key: value) | |
durationInSeconds | Call duration in milliseconds | Number | |
noteTexts | Call notes added by agent | String | |
recordingUrl | Recording URL | String (URL) |
Saved Replies
- Saved Replies data is exported by last update date.
- Saved Replies ZIP filename will contain to/from timestamps in UNIX and readable formats (i.e "saved_replies {from-unix-timestamp_milliseconds}_{to-unix-timestamp_milliseconds}_{from-readable_YYYY/MM/DD}_{to_readable_YYYY/MM/DD}"
- Saved Replies ZIP files can contain up to 100,000 Saved Replies. If more Saved Replies need to be exported, they will be exported in a new ZIP file.
- There are 2 types of Saved Replies; shared and private. A private Saved Reply was only visible to it's "authorId".
- If a key has no data, the key will not appear in the exported item object. For example, if a Saved Reply has no "shortcut", this key will not appear.
Key | Description | Type | Reference |
---|---|---|---|
id | Backend ID | GUID | |
title | Saved reply title | String | |
content | Saved reply content | String | |
authorId | User (agent) who created the reply | GUID | Users.zip |
creationDate | Date created | UNIX | |
lastUpdateDate | Last update date | UNIX | |
locale | Saved reply language | String | |
shortcut | Hashtag shortcut (i.e "#intro") | String | |
shared | Shared / private | Boolean |
Users
- Users data is exported by last update date.
- Users ZIP filename will contain to/from timestamps in UNIX and readable formats (i.e "users {from-unix-timestamp_milliseconds}_{to-unix-timestamp_milliseconds}_{from-readable_YYYY/MM/DD}_{to_readable_YYYY/MM/DD}"
- Users ZIP files can contain up to 100,000 Users. If more Users need to be exported, they will be exported in a new ZIP file.
- Users data includes both Customers and Agents. When a specific user is an agent, their object will contain the key "roleId".
- Users (customers) who don't have an email address (for example a ticket of an inbound call with no associated email), will be exported with an email address that contains the following domain: "@wixanswersmail.com".
- A "dummy" user (Agent) will be exported with the name "System Agent". This is used in case a ticket contains a reply sent to a customer as a result of Automatic Actions or Spotter.
- If a key has no data, the key will not appear in the exported item object. For example, if a User has no Custom Fields, this key will not appear.
Key | Description | Type | Reference |
---|---|---|---|
id | Backend ID | GUID | |
email | User email | String | |
fullName | User full name | String | |
creationDate | Date created | UNIX | |
lastUpdateDate | Last update date | UNIX | |
profileImage | Profile image | String (URL) | |
phoneNumbers | Phone numbers object | Object (key: value) | |
banned | Is banned? | Boolean | |
verified | Is verified? | Boolean | |
companyIds | Companies associated with user | Object (GUIDs) | |
customFields | Users' custom fields object | Object (key: value) | |
roleId | Agents only. ID of agents' role. | GUID | Roles.zip |
groupIds | Agents only. ID of agents' Groups. | Array (guid) | Groups.zip |
locationId | Agents only. ID of agents' location. | GUID | Locations.zip |
teamId | Agents only. ID of agents' team. | GUID | Teams.zip |
managerId | Agents only. ID of agents' manager. | GUID | Users.zip |
jobTitle | Agents only. Agent job title. | String | |
locales | Agents only. Agents' languages. | Array (string) | |
qualifiedChannels | Agents only. Channels that agent is qualified to work on. | Array (integer) |
Companies
- Companies data is exported by last update date.
- Companies ZIP filename will contain to/from timestamps in UNIX and readable formats (i.e "companies {from-unix-timestamp_milliseconds}_{to-unix-timestamp_milliseconds}_{from-readable_YYYY/MM/DD}_{to_readable_YYYY/MM/DD}"
- Companies ZIP files can contain up to 100,000 Companies. If more Companies need to be exported, they will be exported in a new ZIP file.
- If a key has no data, the key will not appear in the exported item object. For example, if a Company has no Custom Fields, this key will not appear.
Key | Description | Type | Reference |
---|---|---|---|
id | Backend ID | GUID | |
name | Company name | String | |
description | Company description | String | |
logo | Company logo | String (URL) | |
creationDate | Date created | UNIX | |
lastUpdateDate | Last update date | UNIX | |
associatedEmailDomains | Array of associated email domains | Array (strings) | |
customFields | Company fields | Object (key: value) | Custom Fields.zip |
accountManagerId | ID of Company account manager | GUID | Users.zip |
followerIds | ID of company followers (agents) | GUID | Users.zip |
contactIds | ID of company contacts | GUID | Users.zip |
timeZone | Company timezone | String |
Articles
- Articles data is exported by last update date.
- Articles ZIP filename will contain to/from timestamps in UNIX and readable formats (i.e "articles {from-unix-timestamp_milliseconds}_{to-unix-timestamp_milliseconds}_{from-readable_YYYY/MM/DD}_{to_readable_YYYY/MM/DD}"
- Article ZIP files can contain up to 100,000 Articles. If more Articles need to be exported, they will be exported in a new ZIP file.
- If an Article is in a subcategory, then "categoryId" will be the subcategory id. If an Article is in a 1st level category, "categoryId" will be the 1st level category ID
- If a key has no data, the key will not appear in the exported item object. For example, if an Article has no Labels, this key will not appear.
Key | Description | Type | Reference |
---|---|---|---|
id | Backend ID | GUID | |
title | Article title | String | |
locale | Article language | String | |
creationDate | Date created | UNIX | |
lastUpdateDate | Last update date | UNIX | |
categoryId | Category ID | GUID | Categories.zip |
authorId | User (agent) who created the article | GUID | Users.zip |
content | Article content | String | |
brandId | Brand that article is associated with | GUID | Brands.zip |
status | Article status | Integer | |
labelIds | Article labels | GUID | Labels.zip |
phrases | Article keywords | Array (strings) | |
url | URI path | String | |
noteTexts | Article notes | Array (strings) |
Categories
- Categories data is exported by last update date.
- Categories ZIP filename will contain to/from timestamps in UNIX and readable formats (i.e "categories {from-unix-timestamp_milliseconds}_{to-unix-timestamp_milliseconds}_{from-readable_YYYY/MM/DD}_{to_readable_YYYY/MM/DD}".
- Categories ZIP files can contain up to 100,000 Categories. If more Categories need to be exported, they will be exported in a new ZIP file.
- Wix Answers allows to create up to 2 levels of Categories: Category and Sub-Category. Inside a first level Category you can either have Sub-Categories -OR- Articles, not both.
- Categories are exported as a flat array of objects. Each object contains the keys found below.
- When "parentId" of a Category is 00000000-0000-0000-0000-000000000000, this means it's a 1st level Category.
When "parentId" is any other value, this means this Category is a Sub-Category (2nd level). - If the name of a Category/Sub-Category has been translated, an additional object will be exported with the translated "name" value. In such cases, the Category ID for primary language ("locale") and non-primary language is the same.
Key | Description | Type | Reference |
---|---|---|---|
id | Backend ID | GUID | |
name | Category name | String | |
creationDate | Date created | UNIX | |
lastUpdateDate | Last update date | UNIX | |
brandId | Brand that category is associated with | GUID | Brands.zip |
locale | Category language | String | |
url | Category URI path | String | |
parentId | Parent category ID | GUID | Categories.zip |
Labels
- Each time the export runs, all existing Labels data is exported.
- Each time the export runs, the Labels ZIP file will be overwritten by the new file.
Key | Description | Type | Reference |
---|---|---|---|
id | Backend ID | GUID | |
name | Label name | String |
Groups
- Each time the export runs, all existing Groups data is exported.
- Each time the export runs, the Groups ZIP file will be overwritten by the new file.
Key | Description | Type | Reference |
---|---|---|---|
id | Backend ID | GUID | |
name | Label name | String |
Custom Fields
- Each time the export runs, all existing Custom Fields data is exported.
- Each time the export runs, the Custom Fields ZIP file will be overwritten by the new file.
- Custom Fields file contains names, ID's and types of Custom Fields. The field values can be found in the relevant exported files; Users, Companies and Tickets.
- The Custom Fields identifier used in all data types (Users, Companies, Tickets) is mapped to the "name" key found below.
- If a key has no data, the key will not appear in the exported item object. For example, if a Custom Field is not a Multilevel type, then 'fieldLevels' key will not appear.
Key | Description | Type | Reference |
---|---|---|---|
id | Backend ID | GUID | |
name | Custom field "API name" | String | |
displayName | Custom field display name | String | |
itemType | Which data item type this field belongs to | Integer | *Users: 60 *Agent: 300 *Companies: 230 *Ticket: 8 |
type | Custom field type | Integer | |
fieldLevels | Level title, for multilevel fields only. | Array (string) |
Brands
- Each time the export runs, all existing Brands data is exported.
- Each time the export runs, the Brands ZIP file will be overwritten by the new file.
- Inactive/disabled Brands will be exported. So will data of item types (Tickets, Articles, Categories etc.) that are associated with the inactive/disabled brand.
Key | Description | Type | Reference |
---|---|---|---|
id | Backend ID | GUID | |
name | Brand name | String | |
primaryLocale | Primary language for this brand | String | |
enabled | Brand state (enabled/disabled) | Boolean | |
isDefault | Default brand | Boolean |
Queues
- Each time the export runs, all existing Queues data is exported.
- Each time the export runs, the Queues ZIP file will be overwritten by the new file.
Key | Description | Type | Reference |
---|---|---|---|
id | Backend ID | GUID | |
name | Queue name | String | |
description | Queue description | String | |
locale | Queue language | String | |
isDefault | Default queue | Boolean |
Roles
- Each time the export runs, all existing Roles data is exported.
- Each time the export runs, the Roles ZIP file will be overwritten by the new file.
Key | Description | Type | Reference |
---|---|---|---|
id | Backend ID | GUID | |
name | Role name | String | |
description | Role description | String |
Teams
- Each time the export runs, all existing Teams data is exported.
- Each time the export runs, the Teams ZIP file will be overwritten by the new file.
Key | Description | Type | Reference |
---|---|---|---|
id | Backend ID | GUID | |
name | Team name | String |
Locations
- Each time the export runs, all existing Locations data is exported.
- Each time the export runs, the Locations ZIP file will be overwritten by the new file.
Key | Description | Type | Reference |
---|---|---|---|
id | Backend ID | GUID | |
name | Location name | String |
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