Data Extraction Guide

Exporting Ticket Data (CSV)

Agent Panel > Tickets

Ticket Exports allow Agents to export ticket header information in a CSV format. This export includes only metadata—such as ticket ID, status, creation date, assigned user, and other key details.

Agents can customize the exported data by selecting which metadata fields to include. Additionally, exports can be filtered by queue or Advanced Search, enabling Agents to refine results based on:

• Ticket Data
• User-related Data
• Custom Queue

This functionality provides a streamlined way to extract and analyze ticket data while maintaining control over the exported information.

Advanced Search

Advanced Search allows Agents to search and filter tickets based on unique ticket criteria.

• Ticket Information
• User Information
• Organization Information
• Form Information

Ticket Header Information

Ticket Header information is available from the top of the ticket or the Ticket Header, Agents will see any data associated with the ticket from the built in Ticket Details form.

Customizing the Export Picker

Customize the Export Picker to add and remove the fields included in the export picker.

Dashboard Exports (CSV)

Agent Panel > Dashboard Tab

Meant to be a historical marker of the metadata in your help desk, the Dashboard will give you an overview of tickets in your help desk. The data can be filtered by date as well as Departments, Help Topics, and Agents.

Export the Ticket Activity data to a CSV file by clicking the Export button at the bottom of the Dashboard.