Excel export for Support leads

By the Mail → Excel team · Updated 2026-10-20

First reply time is the only support metric customers feel. Email metadata gives it without a helpdesk migration. This page lists the exact columns, an example row and the command that produces it.

Columns to keep

Column	Why it matters
`ticket`	Ticket id if you have a helpdesk; otherwise thread id.
`customer`	Customer or company name.
`severity`	Fixed severity scale used by the support team.
`first_reply`	Time from first inbound message to first outbound reply.
`resolution`	How the ticket ended (fixed, workaround, closed).

Example row

One real-shaped row from this role’s export:

ticket	customer	severity	first_reply	resolution
SUP-3310	Acme	high	18 min	fixed

Export it in one command

python mail_to_excel.py \
  --host imap.example.com --user you@example.com \
  --days 31 --fields ticket,customer,severity,first_reply,resolution \
  --out support-lead.xlsx

The --fields option is what turns a raw dump into a report your role can use.

Provider notes

Shared support mailboxes may be IMAP-accessible with your own login if the admin granted access.

Two pitfalls that ruin the file

Duplicates when many people are in Cc — Deduplicate by thread id, not by subject.
First reply time looks wrong — Use the first outbound message after the customer’s first inbound message.

Next step

Step-by-step: export support lead email to Excel · all roles · ready script ($3)

FAQ

Can this replace a helpdesk?

No. It measures and exports; a helpdesk adds routing, SLAs and history.

How do I handle after-hours messages?

Add a «business hours» column in the spreadsheet rather than changing the raw timestamps.

Is there a ready script for this?

Yes — the Python script exports any IMAP mailbox with the fields listed above; it costs $3 and runs locally.

Related guides

Export support lead email to ExcelStep-by-step with the same columns and command.
All roles20 professions, one export method.