Requests Export API

🚧
In Beta
Our APIs are in private beta and so the request and response signatures can change.

Base URL

https://[workspacename].thena.ai/

Authentication

This API requires authentication using an API key. Include the API key in the headers of your requests as follows:

Authorization: Bearer YOUR_API_KEY

Endpoint

GET /v1/requests/exports

Query Parameters

start_date: Filter requests by their Created DateTime. Format: YYYY-MM-DD.
end_date (optional): Filter requests by their Created DateTime. Format: YYYY-MM-DD.

Response Format

Field Name	Type	Description
Request ID	Number	Unique identifier for each request.
Created DateTime	Date	Date and time when the request was created.
Workspace Name	String	The name of the workspace associated with the request.
Slack Channel	String	The Slack Channel where the request was initiated.
Customer Name	String	The name of the customer who made the request.
Requestor Email	String	The email address of the person who made the request.
Request Title	String	The title of the request.
Request Summary	String	A summary of the request.
Sentiment	String	The sentiment associated with the request (e.g., positive, negative, neutral).
Urgency	String	The urgency level of the request.
Status	String	The current status of the request (e.g., open, closed, in progress).
Assigned On	Date	Date and time when the request was assigned to an owner.
Owner	String	The owner of the request.
Assigned to User Email	String	Email address of the user to whom the request is assigned.
First Response Time	Date	Time taken to provide the first response to the request.
Number of Replies	Number	The total number of replies to the request.
Closed By	String	The person who closed the request.
Feedback	String	Feedback provided by the customer regarding the request.
CSAT Score	Number	Customer Satisfaction (CSAT) score associated with the request.
Closed DateTime	Date	Date and time when the request was closed.
Resolution Time (Hours)	Number	Time taken to resolve the request, measured in hours.
On Hold On	String	Date and time when the request was put on hold.
On Hold By	String	The person who placed the request on hold.
On Hold By User Email	String	Email address of the user who placed the request on hold.
AI Tags	Array	Tags assigned to the request through AI analysis.
Slack Thread Link	Link	Link to the Slack thread related to the request.
Internal Thread Slack Link	Link	Link to the internal Slack thread related to the request.

Please note that the "Type" column indicates whether the field contains string, number, or array data.

Example Request

GET /requests?start_date=2023-01-01&end_date=2023-08-01
Authorization: Bearer YOUR_API_KEY

Example Response

[
    {
      "request_id": 3292,
      "created_datetime": "05/12/2023 12:24",
      "workspace_name": "CustomerWorkspaceName",
      "slack_channel": "ext-channel-name",
      "customer_name": "John Doe",
      "requestor_email": "[email protected]",
      "request_title": "Issue with Capturing Links in Ticket Notes",
      "request_summary": "A customer has reported an issue where links to different Slack chats are not being captured in HubSpot ticket notes. Our team is investigating the issue and addressing the slight delay.",
      "sentiment": "Neutral",
      "urgency": "Medium",
      "status": "Assigned",
      "assigned_on": "05/22/2023 15:15",
      "owner": "Jane Smith",
      "assigned_to_user_email": "[email protected]",
      "first_response_time": "05/22/2023 15:15",
      "number_of_replies": 1,
      "closed_by": "",
      "feedback": "N/A",
      "csat_score": "N/A",
      "closed_datetime": "",
      "resolution_time_hours": "",
      "on_hold_on": "",
      "on_hold_by": "",
      "on_hold_by_user_email": "",
      "ai_tags": ["Missing Link", "Ticket Notes", "Slack Chat"],
      "slack_thread_link": "https://example-slack.com/archives/SLACK_THREAD_ID",
      "internal_thread_slack_link": "https://example-slack.com/archives/INTERNAL_THREAD_ID"
    }
 ]

Notes

Dates and times are provided in UTC.
API responses are subject to rate limiting based on your subscription plan.

Please ensure that you have read and understood the API usage guidelines and authentication requirements before making requests.

For any questions or support, please contact our support team on Slack!