To export the tickets from your help desk, please navigate to Reports >> Exports from the module switcher. If you don't see this option, make sure your agent role has the managerial permission "Export reports".
Quick Guide to export your tickets to spreadsheets:
- Navigate to Report >> Exports.
- Click the "+" button to create a new export.
- Choose a date range for the ticket export.
- Filter the export by choosing one among the following:
- Created time: Considers all the tickets that were created during the time-frame specified for ticket export.
- Resolved time: Considers all the tickets that were resolved during the time-frame specified for ticket export.
- Updated time: Considers all the tickets that had a ticketing activity during the time-frame specified for the ticket export.
- Click "Additional Filter" to add any ticket-level filter to your report export.
- Click "next". In the subsequent page, choose the relevant ticket categories along with the desired ticket and contact fields that should be included in the ticket export.
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Choose to Strip Newlines from Text Values: Enabling this option will strip out newline characters, tabs and extra whitespaces from the text values of your exported report. Note: Choose this option if Excel is unable to import your exported report.
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Click "next". In the subsequent page, you can set the spreadsheet format for the ticket export - .xlsx or .csv
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You can also save the current preference for the report export - if you wish to perform another similar export in the future. Saved preferences can be accessed by clicking the dropdown located adjacent to the "+" button on the export list page.
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Click "Export" to begin the export process.
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Once a ticket export is begun, you can see a corresponding entry in the "My ongoing Exports" table. Once the export is ready for download, the agent who initiated the export will be sent an e-mail with the downloadable export link.
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Alternatively, once the export is complete, agents can download exports by clicking the corresponding "download" link from the "All Past Exports" table.
Frequently Asked Questions (F.A.Q):
1. Can other agents in my help desk access my export download link?
A: No. Export download link is exclusive to the agent who initiated the export.
2. How do I cancel an ongoing export?
A: To cancel an ongoing export, click the "Cancel" link for the corresponding export in the "My ongoing exports" table.
3. Do export download links expire?
A: Yes. Download links for report exports expire after 3 days.
3. I am getting empty cells during the export. What could be the reason?
A: Excel has a limit of 65530 hyperlinks per sheet and trying to export more than that would show empty cells.