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Ticket Export documentation

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

Requirements

  • A Freshdesk account and the ability to install a Marketplace or custom application in it.
  • An API key belonging to an admin, or to an agent who can see every ticket you intend to export.

Configuration

The application asks for two installation parameters: your Freshdesk subdomain (acme for acme.freshdesk.com) and an API key. Both are checked against your account before the application can be installed. The API key is stored as a Freshworks secure installation parameter: the platform attaches it to outbound request headers and it is never exposed to the browser.

Exporting

  • Choose statuses and priorities, add an advanced query if you need one, and pick a date field and a From and To date.
  • Use Count tickets to see how many match without reading them.
  • Choose Excel, CSV, PDF or HTML. Excel, PDF and HTML include conversations unless you switch them off; CSV holds one row per ticket with its requester and description.
  • Large exports show progress and can be cancelled at any time.

Limits you should know

  • Freshworks limits an application to 50 requests per minute per installation, and those requests also count against your account's API limit.
  • One export can hold up to 5,000 tickets. A single day with more than 299 matching tickets cannot be split further; narrow the filter for that day.
  • Excel cells hold at most 32,767 characters. A longer message is cut there and marked as truncated.
  • PDF opens a new browser tab with the print dialog; choose Save as PDF. If your browser blocks that tab, the HTML file is downloaded instead; open it and choose Print, then Save as PDF. The application waits while the print dialog is open.