Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
A full export of your ticket, user or organisation records. Two things decide how this starts: data exports are not enabled by default, and the format you pick decides what you get.
Have it switched on first
Exports are off in every account as a protection. The account owner has to request that they be enabled, which pluscloud support can arrange. Until that happens the option is not there, which is what most "I cannot find the export" questions turn out to be.
Run one
- In Admin Center, go to Account, then Tools, then Reports.
- Choose what to export and in which format.
- Start it and wait for the email; processing runs from a few minutes to a day or more.
- Download the zip from the link in that email.
The formats are not interchangeable
| JSON | Recommended above 200,000 tickets. Delivered as NDJSON, one object per line, so another system can stream it. Not available in a sandbox. |
| CSV | Excludes comments, descriptions and custom fields. Not available in a sandbox. |
| XML | Full or User XML. Limited to roughly 200,000 tickets and a maximum file size of 500 MB. |
That CSV line is the one to read twice. A CSV export of tickets contains no ticket content at all, which is a surprise if somebody asked for "the tickets" and meant what customers wrote.
JSON has a quieter version of the same trap. A single ticket larger than 1 MB comes out without its comments, and those are usually your longest and most interesting cases. You are not left guessing which: the export includes a separate file listing the tickets this happened to, with the reason. Open it before you conclude the export is complete.
Different from an Explore export
Explore exports a report: filtered, grouped, ready to read. This exports the records themselves for loading into another system. If somebody wants a number, they want the first one.
Settle the purpose first
A full export contains every ticket, every customer name and email address, and everything customers wrote. That is a substantial extract of personal data leaving the platform's controls.
Agree where it will live, who may open it, and when it gets deleted, before running it rather than after.
The link expires and the file does not
The download link is valid for at least three days. Once downloaded, the file is on somebody's machine indefinitely, so the expiry protects the transfer and not the copy.
If this is becoming routine
A recurring full export feeding another system is an integration made of manual steps. Worth building properly, because the manual version fails quietly when the person doing it is away.
Comments
0 comments
Article is closed for comments.