✔  Available on Premium and Enterprise subscriptions

What
Generate a .csv file with an exported list of tickets which received new messages within a specific timeframe.
Why
  • Export tickets from specific time periods in bulk for easy review.
  • Create refined ticket exports using filters to match your most relevant criteria.
Who
  • All agents
When
You want to monitor customer interactions for training purposes.
  • Example: See all of last week's tickets with a 'page load error' tag, or review all of a trainee's assigned tickets for the week.
What
Generate a .csv file with an exported list of tickets which received new messages within a specific timeframe.
Why
  • Export tickets from specific time periods in bulk for easy review.
  • Create refined ticket exports using filters to match your most relevant criteria.
Who
  • All agents
When
You want to monitor customer interactions for training purposes.
  • Example: See all of last week's tickets with a 'page load error' tag, or review all of a trainee's assigned tickets for the week.

Before you start

Tickets that received new messages within the specified date range are included in the export. Any active filters also affect the exported data.
  • A CSV file is generated with a list of matched tickets and corresponding property values such as ticket ID, inbox, and assigned agent.

Create an export

Generate an export of tickets that have received new replies within a custom timeframe.

  1. Go to the Reports area.
  2. Select the Exports tab.



  3. Click the current date range to open the calendar and set a custom timeframe.



  4. Click the filters button to open the advanced filtering options.



  5. Click a filter option (ex. inbox, agent, or priority) and apply the filter criteria you need to refine the data.

    💡 You can apply multiple filter options for a highly tailored export.



  6. Click Export in the top right of the Reports area.
  7. Use the checkboxes to select (or unselect) the ticket properties you want included (or excluded) in the export.

    ⚠️ ID is a unique identifier for each ticket and cannot be excluded.

    Image Placeholder

  8. Click Export.
  9. Click the download icon beside the newly created export to generate a CSV download.



Included data

The following data will be included for each ticket in the export.

Ticket Data


Ticket ID
URL
Subject
Inbox
Status
Type
Source
Priority
Tags
Agent
Customer name
Email address
Company
Happiness rating
Happiness comment
Time tracked
Time billed
Response time
Resolution time
Creation date
Last updated date
Custom fields


Ticket Data


Ticket ID
URL
Subject
Inbox
Status
Type
Source
Priority
Tags
Agent
Customer name
Email address
Company
Happiness rating
Happiness comment
Time tracked
Time billed
Response time
Resolution time
Creation date
Last updated date
Custom fields



Limitations

The ticket summary export is generated independently of what is visible to you in the Reports area.
Setting
Limitation
Export
  • All exports are ticket-based. The exported file contains each matched ticket and its corresponding ticket properties.
  • The selected date range and filters currently applied determine which tickets are included in the export.
Timezone
  • Exports use the timezone set in the profile settings of the agent creating the export, not the site's timezone set in the site settings.
Date range
  • The selected date range relates to ticket/thread creation date.
  • The compare dates option is not included in exports.
Logged time
Exports are specific to tickets. It is not possible to generate a time-based report.
  • The selected date range applies to ticket-creation dates and does not take time-logged dates into account.
  • Each ticket's total logged time is included (exports do not filter for individual time log entries).
Advanced security
When data exports are turned off in your site's advanced security settings, the export option cannot be used in reports.
Setting
Limitation
Export
  • All exports are ticket-based. The exported file contains each matched ticket and its corresponding ticket properties.
  • The selected date range and filters currently applied determine which tickets are included in the export.
Timezone
  • Exports use the timezone set in the profile settings of the agent creating the export, not the site's timezone set in the site settings.
Date range
  • The selected date range relates to ticket/thread creation date.
  • The compare dates option is not included in exports.
Logged time
Exports are specific to tickets. It is not possible to generate a time-based report.
  • The selected date range applies to ticket-creation dates and does not take time-logged dates into account.
  • Each ticket's total logged time is included (exports do not filter for individual time log entries).
Advanced security
When data exports are turned off in your site's advanced security settings, the export option cannot be used in reports.

Best practices

  • Set a date range: Use the date picker to refine the list of included tickets to a specific period.
  • Apply filters: Customize the export further using filters to generate an export with exactly the data you need to see.