How to Export Your Ticket History
You can export all your ticket history — including associated data — directly from your account settings.
Steps
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Go to Settings → Account Settings → Export
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Click the Choose a time period dropdown
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Select a time range:
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Last 7 days
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Last 30 days
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Last 3 months
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Last 6 months
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Last year
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Full history
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Click Export
Nothing downloads in your browser. You'll see "Export is in progress. You will be notified on email when the export file is ready to download." When the file is ready, every Administrator on the account gets an email with a download link.
Who can export and who gets the file
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Administrators and Managers can start an export.
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Only Administrators receive the email. If a Manager starts the export, ask an Administrator to forward the file.
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Only the latest export is kept. A new export replaces the previous file.
The Export button stays greyed out until you choose a time period.
What's included
The export is one CSV file. Values are separated by semicolons, so choose semicolon as the separator if your spreadsheet app asks.
Each conversation has one row with its details, followed by one row per message with the message text.
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Conversation details: ticket number, link to the conversation, labels, inbox, subject, creation date, closed date, assignee, customer email and name, first response time and resolution time in seconds, number of agent messages and customer messages
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Messages: timestamp, sender type, sender name and message text
In the file, Conversation id is the ticket number you see in the app. Ticket id is an internal number.
The period you choose is based on when each conversation was created. Attachments aren't included, and Playground conversations are left out.
The times in this file are calculated a little differently from Reports, so they can differ from the numbers you see there.
Notes
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The export runs in the background and arrives by email. How long it takes depends on how many conversations are in the period. You can keep working or close the page while it runs.
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The time periods are fixed. There is no custom date range.
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If you need a recurring export, you'll need to repeat the process manually each time. Scheduled exports aren't available yet.
Common questions
I clicked Export and nothing happened. Where is my file?
It comes by email to the account's Administrators, with the subject "Your conversations export file is available to download." If you're a Manager, ask an Administrator. If no email has arrived, check spam, then contact support from the chat inside the app.
Can I export a custom date range?
Not here. For any date range, use Reports → Conversations, set the dates and click Export. That file has one row per ticket and no message text.
Can I export one conversation?
Yes. Open the conversation, click the three-dots menu in the header and choose Send transcript or Download PDF. See How to Download a Conversation as a PDF. There is no CSV for a single conversation.
How do I download a report?
Open the report and click Export. See Understanding reports.
Can I export tickets with a specific label?
Go to Reports → Conversations, filter by the label and click Export.
Can I export my contacts?
Yes. Administrators can click Export on the Contacts page. The file (name, email, phone number) is emailed to the account's Administrators.