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Ticket Archive for Freshservice documentation

Documentation for Ticket Archive for Freshservice. It describes the application as it exists today and will be extended as the application changes.

Requirements

  • A Freshservice account on a plan that includes Marketplace applications.
  • The API key of an agent who can see every ticket, private note and attachment you want to archive, usually an administrator (Profile settings, Your API key).
  • A desktop browser. Archives are created in the browser tab, which must stay open while an archive runs.

Installation

The settings page asks for your Freshservice subdomain (acme for acme.freshservice.com) and the API key. Verify checks the key against your account before you can save. The key is stored as a Freshworks secure installation parameter: the platform attaches it to request headers and it is never returned to the archive page.

Also on the settings page: the email addresses of the agents allowed to create archives, whether archives may include private notes, and the share of your Freshservice API limit the application may use (10 to 60%, default 30%). When you change the settings, enter the API key again.

Creating an archive

  • Open Ticket Archive from the Apps menu. Agents who are not on the allowed list see a message instead.
  • Choose tickets: set at least one from date (created or updated), then any other filters. Use this month fills in last month's dates.
  • Preview lists the matching tickets and estimates the API calls and minutes. Nothing is downloaded yet.
  • Choose the options: private notes (if your administrator allows them, tick the confirmation), attachment files, Excel and CSV, the CSV separator and 50, 100 or 200 tickets per ZIP part.
  • Start archive. Each ZIP part downloads when it is complete, and a summary file follows at the end. Download again offers the last two parts again while the page is open.
  • Pause stops after the current ticket. When the page is opened again, an unfinished job can be resumed or discarded.

What is in a ZIP part

  • README.txt (contents, filters and skipped items), index.pdf and index.csv: one line per ticket in the part with the SHA-256 of its PDF.
  • If chosen, tickets.xlsx with the sheets Tickets, Messages and Attachments, and the same data as tickets.csv, messages.csv and attachments.csv. Cells that start like a formula are prefixed so spreadsheet programs do not run them.
  • tickets/<ID>_<subject>/: the ticket PDF, with its attachment files in an attachments folder.
  • checksums.sha256: the SHA-256 of every file in the part. The separate summary file lists the SHA-256 of every part.

Limits you should know

  • At most 10,000 tickets per job; listing stops after 40,000 tickets updated in the period. Split larger periods by date.
  • Attachment files are included up to 5.5 MB each. Larger files, files stored outside your Freshservice domain, signed links and files that come back altered in transfer are listed with the reason instead.
  • The application makes at most 40 requests a minute, and they count against your Freshservice API limit. A thousand tickets take roughly 30 to 40 minutes, more with many conversations or attachments.
  • The browser tab must stay open while an archive runs. A resumed job continues with the next ticket; parts downloaded earlier are not stored by the application.