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Export your tickets data

Easily export your ticket data from your Inbox reports to further analyze your team's ticket support.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over 3 months ago

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 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

  • Company ID

  • Companies (name)

  • Company tags

  • Email address

  • Location

  • Name

  • User Type

  • Participated (ID)

  • Participated (Name)

  • Participated (email)

  • People tags

  • User ID

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: While the Tickets Report shows the Tickets under the day they were created when a conversation is converted to a Ticket, 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 and will show as being created on the 2nd January in the Tickets Report.

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 it.


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 tickets through the Help Desk

You can export individual Ticket data through your Help Desk by clicking the 3 dots in the right corner when viewing the Ticket > 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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