By exporting comprehensive ticket data, you can gain valuable insights into your support operations. This allows you to identify bottlenecks, improve resolution processes, and make data-driven decisions that boost team performance and enhance customer satisfaction.
Export tickets data to a CSV file
The dataset export allows:
Access to all 13 reporting datasets.
Full attribute coverage.
Custom column selection and attribute-based filtering.
Instant downloads (up to 10,000 rows).
Scheduled exports at regular intervals.
Steps to export CSV
Go to: Reports > Dataset export.
Select Your Dataset: Start by choosing the dataset you wish to export from our comprehensive list available.
Pick Your Time Period: Define the time range for the data you need. This helps narrow down the data to the specific period relevant to your analysis.
Filter by Attribute (optional): Use the new filtering options to further refine the data based on specific attributes, ensuring you get only the data that is most relevant to your needs.
Select Your Columns: Customize your export by selecting the specific columns you want included. This step allows you to tailor the data output to exactly what you require for your analysis.
Preview Your Export: Before finalizing the export, preview the data to ensure it includes all necessary information and is formatted correctly.
Export to CSV: Once you are satisfied with the preview, click Export CSV. This file can be easily used in various applications for further analysis or reporting.
You can export tickets data for all metrics and attributes available in Intercom datasets.
Note:
Tickets data exports are limited to 10,000 rows when downloading in the browser. If your export exceeds this limit, it will be automatically emailed to you instead (this can take up to an hour depending on the size of your export).
If you add multiple filters, a ticket must match all of them to be included in the export.
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 tickets data export with these filters at regular intervals, you can schedule an export:
Go to: Reports > Dataset export.
Build your export: Select your dataset, columns, filters and preset time range that you want to export on a regular basis.
Create the new schedule: Click the schedule dropdown and select New schedule.
Customize the schedule: Name the schedule and select the frequency that the schedule will be exported at.
Save the schedule: Select the Schedule button to create the schedule.
Your export will now be delivered at the specific time and day selected in the schedule.
Manage scheduled exports
If you want to update or delete scheduled exports of tickets data:
Go to: Reports > Dataset export.
View existing schedules: Click the Schedule dropdown at the top and then select Manage schedules to update or delete schedules.
Select which schedule to change: Hover over the selected schedule and select either to edit or delete the schedule.
Edit schedule: Update the title/frequency of the schedule and save.
Delete schedule: Hover over the schedule and select the Cancel schedule button to delete it.
Note: You can only edit the name of the schedule and the frequency it is delivered. To change the CSV export content you will need to create a new schedule with the desired attributes.
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
FAQs
What ticket data points are available in CSV exports?
You can export CSV files for all metrics and attributes available in Intercom datasets.
Why am I seeing multiple companies associated with a single ticket in my export?
This is expected behavior. We only associate tickets with a single company in the UI, but when you export ticket data, we show all the companies that the user is associated with.
How long is data available for export?
Data is available for up to two years for exports.
Why can’t I see any data on the dataset export page?
Teammates need the following permissions:
"Can access Chart drill-in" in order to use dataset export.
"Can export CSV" in order to access the export and export the data.
Why can’t I find the same attributes as the old tickets data export?
Some of the attributes in the new data export have different names to their counterpart in the old export. See our Reporting metrics & attributes article for help finding the attribute you're looking for.
When will the old tickets data export be deprecated?
The old tickets data export will be deprecated in the next 60 days. We will give customers who are frequently using it or have scheduled exports plenty of notice.
You can still access the old tickets data export by clicking the banner at the top of the Reports > Dataset export page until then.
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