Export your data

There are two kinds of export. An owner can download everything in a helpdesk as one file. Several pages also offer a CSV of what they show. Exporting the tickets in a view as a spreadsheet is not available yet; Ticket-level data below has the ways around it.

A full copy of a helpdesk#

Only owners of your organization can ask for or download a full export.

1. Open the helpdesk menu at the top left and choose All helpdesks, then Organization settings beside your organization's name.

2. Under Data export, select Export beside the helpdesk.

3. Wait while it is made. Its status reads Waiting to start, then Being made with counts so far, then Ready with its size and the date it stops being available. A large helpdesk takes longer; you can leave the page and come back.

4. Select Download.

A helpdesk can have one export in progress at a time. A finished export can be downloaded for seven days, then it expires and you ask for a new one.

What the file holds#

The file is JSON, compressed with gzip, named after the helpdesk and the date. Inside, each part uses the same shape the REST API returns, and a readme section explains each part:

• the helpdesk's settings;

• users and their away statuses, teams, tags, ticket and customer fields, views and view sections, macros and rules, including archived, private and switched-off ones;

• customers, with their contact details and field values;

• tickets with all their messages and satisfaction surveys, including trashed and spam tickets;

• a list of attachments with their names, sizes and links, but not the files themselves;

• help center statistics from the last 400 days.

Left out on purpose: passwords and two-factor secrets, API keys, mailbox and store connections, HTTP integrations with their addresses and secrets, the records of imports, drafted replies, the audit log and the data access log. Deleted tickets and customers erased on request are not in it either.

Attachment links open without signing in, the same as in email. Keep the file somewhere private, and download any attachments you need before the helpdesk is deleted. A deleted helpdesk cannot be exported.

CSV files from other pages#

Filter, compare and export reports covers the report exports in detail.

Ticket-level data#

Exporting a list of tickets with their details, for example from a view, is not available yet. The Export item in the bulk action menu is greyed out. Until it is built:

• an owner's full export has every ticket and message;

• the REST API returns tickets page by page with GET /api/tickets, including all the tickets in one view (view_id), if someone on your team can run a script. See The REST API and API keys.