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How to export Freshdesk tickets with full conversations to Excel or PDF

You want a file with the tickets and what was said on them (customer messages, agent replies and private notes), in Excel for analysis or PDF for sharing. This guide starts with what Freshdesk does natively, says where it stops, and then lists the options.

The short answer

Freshdesk's ticket export from the Tickets tab produces CSV or Excel with one row per ticket and the fields you choose. According to Freshdesk's own article on exporting tickets, that export does not give you the entire conversation of a ticket. For conversations, Freshdesk points to a full account export.

The native way, step by step

  1. Sign in with an Admin or Supervisor role. If you have the role and still cannot see Export, a custom role may have restricted it (Admin > Roles).
  2. Open the Tickets tab and choose the All tickets view.
  3. Apply the filters you need: created time, agents, groups, type, status.
  4. Click Export, choose CSV or Excel and the ticket fields to include. Expand Show multiline text fields to add the Description or other multiline fields.
  5. Set the list's created time to Any time and pick the date range in the export window. Freshdesk notes that the time frame on the list page has to be wider than the one in the export window.
  6. Find earlier exports, with their progress and details, under Admin > Accounts exports. Freshdesk also describes the export link being sent by email to the agent who started it (source).

Getting conversations natively

Freshdesk's article How can I export tickets including the content of the ticket? gives two routes:

  • Print one ticket and save it as a PDF. This works for a handful of tickets.
  • Export the whole account. The Account Admin opens Admin > Account > Account Details and clicks Export. The data is sent to the account administrator's email in XML format, and you convert the XML into the format you want. Another Freshdesk article describes this export as covering tickets, solutions, forums and the list of customers.

Where the native routes stop

  • The list export has no conversation. You get ticket fields, and the description if you ask for it. Replies and private notes are not in the file.
  • Archived tickets are outside it. Freshdesk says the list export does not include historical data such as archived tickets.
  • PDF means one ticket at a time. Printing 200 tickets is 200 print jobs.
  • The account export is all or nothing. You cannot pick last quarter's tickets for one customer. You receive everything as XML, and somebody has to turn it into a spreadsheet.
  • It is an admin task. The account export needs the Account Admin, and the list export needs a role that allows exports.

Option: a script against the Freshdesk API

The Freshdesk API reference lists the conversations of a ticket at /api/v2/tickets/[id]/conversations, so a script can read each ticket and its thread and write your own Excel file. Search returns 30 tickets per page and the page number may not exceed 10, so one query returns at most 300 tickets. The steps and the pacing problems are in our guide How to export Freshdesk tickets with their full conversations.

Option: Ticket Export, for Freshdesk users (coming soon)

Ticket Export is our app for this job. It works with Freshdesk and exports the tickets you choose, with every reply, customer message and private note, to:

  • Excel: a Tickets sheet and a Conversations sheet, with a frozen header row and filters. Custom fields become their own columns.
  • PDF: a report that opens in a new browser tab with the print dialog, one ticket per page, private notes marked. You choose Save as PDF.
  • CSV or one HTML file, if you prefer them.

Statuses, priorities, agents and groups are written as names instead of IDs. Private notes can be left out with one switch. The date range is split automatically so a search is not cut off at 300 tickets, and the files are built in your own browser.

Limits. One export holds up to 5,000 tickets, and a single day with more than 299 matches is refused with an explanation. Attachments are not exported, and messages are exported as plain text. A ticket with its conversation takes about two requests, and the app stays under the Freshworks limit of 50 requests per minute, so large exports take minutes. If your browser blocks the PDF tab, the app downloads the HTML file instead, and you print that to PDF.

Status and price. Ticket Export is in Freshworks Marketplace review and coming soon on the Freshworks Marketplace. It cannot be installed by the public yet. The planned Marketplace price is $1.99 per agent per month, billed by Freshworks.

About Ticket Export Read the documentation

Which route fits

  • One or two tickets as PDF: print the ticket.
  • A backup of everything: the account export.
  • Ticket fields only, in Excel: the list export.
  • A chosen set of tickets with full conversations in Excel or PDF: a script, or an app such as Ticket Export once it is available.

Atesen Software is independent. Freshdesk and Freshworks are trademarks of Freshworks Inc., and this page is not affiliated with or endorsed by Freshworks. Freshdesk articles were checked on 12 October 2026; menus and plan limits can change.

Questions about this guide: support@atesensoftware.com.