Export tickets API
Prerequisites
To use the APIs, you need to have a token. Tokens can be generated by an admin at the setting section in Filum CX platform. Ensure you have the necessary permissions to access the admin settings for token generation.
APIs
Access the APIs via the endpoint: https://api.filum.ai/
POST /external/tickets/export
Summary
Export Tickets
Limitations:
- Each export request can include up to 5000 rows of data.
- The data exported must fall within a date range that does not exceed 90 days. If the date range you provide is more than 90 days, the system will automatically adjust the start date. It will do this by counting back 90 days from the end date you provided. This new date will then be used as the start date for the data export.
Query Parameters
| Name | Description | Required | Schema |
|---|---|---|---|
| start_date | The lower boundary of the date range for which you want to retrieve tickets | Yes | date |
| end_date | The upper boundary of the date range for which you want to retrieve tickets | Yes | date |
| search | Search term to filter tickets by subject, description, or customer information | No | string |
| statuses | Filter tickets by status. Options are: open, pending, closed, deleted | No | [ string ] |
| priorities | Filter tickets by priority. Options are: low, medium, high, urgent | No | [ string ] |
| survey_response_ids | Filter tickets by survey response IDs | No | [ integer ] |
| review_keys | Filter tickets by review keys | No | [ string ] |
| assignee_account_ids | Filter tickets by assignee account IDs | No | [ integer ] |
| creator_account_ids | Filter tickets by creator account IDs. Use 0 to include tickets created by the system (no creator). When mixing 0 with other IDs, the result includes both system-created tickets and tickets created by the specified accounts. | No | [ integer ] |
| overdue | Filter tickets that are overdue | No | boolean |
| assigned | Filter tickets that are assigned/unassigned | No | boolean |
| assigned_to_me | Filter tickets assigned to the current user | No | boolean |
| installed_source_ids | Filter tickets by installed source IDs | No | [ integer ] |
Examples for list-type parameters:
# Filter tickets with status 'open' or 'pending'
statuses=open&statuses=pending
# Only tickets created by the system (creator_account_id IS NULL)
creator_account_ids=0
# Tickets created by the system OR by accounts 12 and 34
creator_account_ids=0&creator_account_ids=12&creator_account_ids=34
Header Parameters
| Name | Description | Required | Schema |
|---|---|---|---|
| authorization | The authorization token to validate the request. The value must be in the format Bearer <your_api_token> | Yes | string |
| organization-id | The unique identifier of your organization | Yes | string |
| auth-type | The type of authorization used for the request. In this case, the value must be token | Yes | string |
| accept | The format of the exported file. Options are: text/csv, application/json | Yes | string |
Responses
| Code | Description | Content type |
|---|---|---|
| 200 | Successful Response | text/csv; charset=utf-16le or application/json; charset=utf-16le |
| 422 | Validation Error | application/json |
| 429 | Too Many Requests | application/json |
200 Successful Response
File Format Details:
- The output file will be provided in either CSV or JSON format
- The CSV file is encoded in UTF-16LE (Little Endian)
- The CSV file starts with a UTF-16LE BOM (Byte Order Mark)
- Fields in CSV format are tab-separated
- Values containing special characters are enclosed in double quotes
The output file will provide the following information:
Default columns:
- Ticket ID
- Created at (in UTC +7 timezone)
- Updated at (in UTC +7 timezone)
- Customer name
- Customer phone
- Customer email
- Subject
- Description
- Status
- Priority
- Due Date
- Assignee Name
- Assignee Email
- Creator Name
- Creator Email
- Installed Source ID
- Installed Source Name
Custom field columns (varies based on workspace setup):
- Each custom field will have its own column with the field name as the column header
Sample columns for TSV format:
| Ticket ID | Created at | Updated at | Customer name | Customer phone | Customer email | Subject | Description | Status | Priority | Due Date | Assignee Name | Assignee Email | Creator Name | Creator Email | Installed Source ID | Installed Source Name | [Custom Field 1] | [Custom Field 2] | ... | |-----------|------------|------------|---------------|----------------|----------------|---------|-------------|--------|----------|----------|---------------|-----------------|--------------|---------------|------------------|------------------|-----| | | | | | | | | | | | | | | | | | | |
Each row in the table will represent a unique ticket. The columns will contain the following information:
- Ticket ID: A unique identifier for the ticket
- Created at: The timestamp when the ticket was created
- Updated at: The timestamp when the ticket was last updated
- Customer name: The name of the customer associated with the ticket
- Customer phone: The phone number of the customer
- Customer email: The email of the customer
- Subject: The subject of the ticket
- Description: The description of the ticket
- Status: The current status of the ticket
- Priority: The priority level of the ticket
- Due Date: The due date of the ticket (if set)
- Assignee Name: The name of the person assigned to the ticket
- Assignee Email: The email of the person assigned to the ticket
- Creator Name: The name of the user who created the ticket (empty when ticket has no creator, e.g. created via internal/system)
- Creator Email: The email of the user who created the ticket (empty when ticket has no creator)
- Installed Source ID: The ID of the channel where the ticket was created
- Installed Source Name: The name of the channel where the ticket was created
- Custom Fields: Additional custom fields defined in your workspace, with their respective values
Rate Limiting
The API endpoints are rate-limited to ensure fair usage and system stability. The default rate limits are:
- Per second: 5 requests
- Per minute: 50 requests
If you exceed these limits, you will receive a 429 Too Many Requests response. Please implement appropriate retry logic with exponential backoff in your integration.
Error Responses
429 Too Many Requests
{
"detail": "Rate limit exceeded"
}