Overview

You can export the entire set of requests from your Thena platform, in two formats: XLSX or JSON. Below are the steps and details about the fields included in the export:

Steps to export requests

Navigate to the requests view:
- Go to the 'Requests' section within the 'Customer Support' tab in your Thena platform.
Choose the export format:
- On the top right corner, you will see an export option with a dropdown menu.
- You can select either 'Filtered requests in view' or 'All requests in time frame'.
- Choose your preferred format from the dropdown menu: JSON or XLSX.
Download the exported file:
- After selecting the format, click on the download icon next to the dropdown.
- This will generate and download the file containing the requests.

Fields included in the export

Here are the fields that will be included in the exported data:

Field Name	Description
Request ID	Unique identifier for the request.
Installation name	The name of the installation where the request was created.
(UTC) Created dateTime	The date and time when the request was created, in UTC.
Workspace name	Name of the workspace.
Slack channel	The Slack channel associated with the request.
Customer name	Name of the customer who made the request.
Requestor email	Email of the person who made the request.
Request title	Title of the request.
Request summary	A brief summary of the request.
Sentiment	The sentiment of the request, such as 'Neutral'.
Urgency	The urgency level of the request, such as 'Low'.
Status	Current status of the request, such as 'OPEN'.
(UTC) Assigned on	The date and time when the request was assigned, in UTC (if applicable).
Assigned to user email	Email of the user to whom the request is assigned (if applicable).
(UTC) First response time	The first response time in UTC (if applicable).
Number of replies	The total number of replies to the request.
Closed by	The user who closed the request (if applicable).
Feedback	Any feedback received for the request.
CSAT score	Customer Satisfaction score for the request (if applicable).
(UTC) Closed dateTime	The date and time when the request was closed, in UTC (if applicable).
Resolution time (hours)	Total time taken to resolve the request, in hours (if applicable).
(UTC) On hold on	The date and time when the request was put on hold, in UTC (if applicable).
On hold by user email	Email of the user who put the request on hold (if applicable).
AI tags	AI-generated tags related to the request.
Slack thread link	Link to the corresponding Slack thread.
Ticket ID	The ticket ID if associated with an external ticketing system (if applicable).
Ticket connector name	The name of the ticket connector (if applicable).
Ticket link	The link to the ticket in the external system (if applicable).
External links	Any external links related to the request.
CRM data	Any CRM data associated with the request.
Merged requests	Any merged requests associated with this request.

By following these steps, you will be able to export your requests in the desired format, including all the necessary details.