Analyze and optimize your ticket support outside of Intercom by exporting tickets data:
Export comprehensive ticket information to a CSV file for analysis and insight.
Improve ticket handling and resolution processes by identifying bottlenecks.
Enhance team performance and customer satisfaction with data-driven decisions.
Export tickets data to a CSV file
Navigate to Reports > Data export and choose Tickets from the tab at the top of the page.
You can filter by Date ranges, Continent, Country, Team currently assigned, Teammate currently assigned, and Ticket type.
Note: If you add multiple filters, a ticket must match all of them to be included in the export.
Next up, choose the specific fields you’d like included in the report, from the Ticket, Customer, or Teammate information.
Available data points for the tickets data export
Ticket information
Ticket information
Ticket title
Ticket description
Ticket type (ID)
Ticket type (name)
Ticket status - Open, Closed of Snoozed
Ticket state
Created from
Created at
Submitted at
Last updated at
Last resolved at
Time Zone
Ticket attributes - The values of any attributes associated with the Ticket.
Customer information
Customer information
Company ID
Companies (name)
Company tags
Email address
Location
Name
User Type
Participated (ID)
Participated (Name)
Participated (email)
People tags
User ID
Teammate information
Teammate information
Assigned to (ID)
Assigned to (name)
Team assigned to (ID)
Team assigned to (name)
Created by (ID)
Created by (name)
Resolved by (ID)
Resolved by (name)
Teammates participated
Time to resolve (seconds)
Time in submitted (seconds)
Time in progress (seconds)
Time in waiting on customer (seconds)
Export your data now
For a one-off export with the selected filters, just click Export CSV and it will be emailed to you as a CSV file.
Note: During peak times, depending on how much data you export, it may take up to an hour to send the CSV.
Important: The export will show tickets based on the day the conversation started.
For example if a conversation is created on the 1st January and then converted to a ticket on the 2nd January, this will show as being created on the 1st in the CSV export.
Schedule an export
If you’d like to receive a conversation data export with these filters at regular intervals, click the Schedule dropdown and select Schedule export.
Then name your schedule, and choose how often and at what time you’d like to receive the ticket data export.
Export tickets data using the Rest API
You can also use our Tickets API to extract tickets data. First list all ticket types, and then use GET for individual ticket type IDs, or individual ticket IDs.
Export individual tickets from the Inbox
You can export individual ticket data through the Inbox by clicking the 3 dots in the top right corner when viewing the ticket, then select Export ticket.
You will see a pop-up with the option to include attributes and notes that are not visible to the customer.
If this box is checked, the additional data will include:
Ticket status internal label
Notes
Attributes that are not customer visible
Default data in the .txt file export include:
Customer visible attributes
Ticket ID
Ticket type
Title
Description
Ticket submitted time
Ticket assigned to
Ticket status external label
Ticket state category
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