How to export Freshdesk tickets with their full conversations

Why this takes more than one export

• A ticket and its conversation are separate. In the Freshdesk API, the ticket record holds the fields and the original description. Replies and notes come from /api/v2/tickets/{id}/conversations, at least one call per ticket.
• Finding the tickets has the 300-result search limit. One search query returns at most 300 tickets, so a large date range has to be split into smaller windows.
• Each ticket costs at least two API calls. A few thousand tickets take a while under your plan's per-minute limit, and the integrations you already run share that budget.

Option 1: Freshdesk's built-in exports

The ticket list export is designed for reporting: one row per ticket, with the fields you choose. Administrators can also export the whole account from the admin settings. Check what each export includes on your plan before you rely on it for conversations. The step-by-step native route, with Freshdesk's own articles, is in our Excel and PDF export guide.

Option 2: a script against the API

1. Search by date, splitting the range until each window returns fewer than 300 tickets.
2. For each ticket, read the ticket and its conversations, following pages for long threads.
3. Pace by X-RateLimit-Remaining, and retry when Freshdesk asks you to wait.
4. Write the file: a sheet of tickets, a sheet of messages, or one document per ticket.

Option 3: Ticket Export (in review)

Ticket Export is our Freshdesk app for this job. It builds an Excel workbook, a CSV file, a PDF or a single HTML file with every reply, customer message and private note, and names instead of IDs. The files are built in your own browser.

Ticket Export is in Freshworks Marketplace review and cannot be installed by the public yet. This page will link to its listing when it is published.

About Ticket Export

Questions about this guide: support@atesensoftware.com.