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

In JSON format, each line of the response is one ticket object whose keys are the column names listed below.

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 Filum ID
• Customer name
• Customer phone
• Customer email
• Subject
• Description
• Status
• Priority
• Due Date
• Assignee Name
• Assignee Email
• Creator Name
• Creator Email
• Channel ID (also exported as Installed Source ID, see Deprecated columns)
• Channel Name (also exported as Installed Source Name, see Deprecated columns)
• Channel Type
• Source ID
• Source Name
• Ticket Link
• Customer Link
• SLA First Response Time
• SLA Next Response Time
• SLA Time to Closed
• SLA Time to Resolved

Custom field columns (varies based on workspace setup):

• Each custom field will have its own column with the field name as the column header

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 Filum ID: The Filum ID of the customer associated with the ticket
• 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)
• Channel ID: The ID of the installed channel where the ticket was created
• Channel Name: The name of the installed channel where the ticket was created
• Channel Type: The type of data the channel carries: Chat, Call, Email, Review or Survey
• Source ID: The ID of the source the channel belongs to (e.g. Facebook, Zalo OA)
• Source Name: The name of the source the channel belongs to
• Ticket Link: The link to the ticket in the Filum CX platform
• Customer Link: The link to the customer profile in the Filum CX platform
• SLA *: The status of each SLA metric on the ticket — Đáp ứng (met), Không đáp ứng (breached) or Pending. Empty when the metric does not apply to the ticket
• Custom Fields: Additional custom fields defined in your workspace, with their respective values

Deprecated columns

Channel ID and Channel Name were previously named Installed Source ID and Installed Source Name. Both names are still exported, side by side and with the same values, so existing integrations keep working:

Deprecated column	Replacement
Installed Source ID	Channel ID
Installed Source Name	Channel Name

The deprecated columns are kept for backward compatibility. New integrations should read Channel ID / Channel Name.

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"
}