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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