Export tickets from GorgiasUpdated a day ago

If you'd like to analyze your tickets outside of Gorgias, you can export your ticket data to a CSV file in two different ways. You can export the tickets from any view with a bulk action, or export tickets from your analytics drill-down. The CSV exported from a view includes links to tickets and ticket metadata, while the export from the analytics drill-down includes links to tickets, ticket metadata and ticket message content.

Requirements

• Exporting tickets is available on all Helpdesk plans
• The account owner, admins and leads can export tickets

Export tickets from a view

When you export your tickets, you'll receive an email with a link to a downloadable CSV file containing your tickets, sorted in the same order as the view they were generated from.

Your export file will include the following fields:

• A link to the ticket
• Ticket ID
• Tags
• Initial channel
• Priority
• Last used integration name
• Last used integration type
• Created by an agent
• Subject
• Creation date
• Closed date
• Survey score
• Survey replied date
• Assignee name
• Assignee email
• Customer email
• Customer name
• First response time
• Resolution time
• Number of agent messages
• Number of customer messages
• Ticket and customer fields

You can include up to 1 million tickets per export; if a view contains more, the export will be cut off at the limit.

Export the view as a .CSV

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Inbox.
3. Select a view from the sidebar.
4. Check the boxes next to the tickets you'd like to export. You can check the box in the header row to select all tickets on the page, then choose whether you'd like to select all tickets in the view.
5. Click the three dots icon, then select Export tickets. We'll email you a download link for the export file once it's ready.

Export tickets from your analytics

If you'd like to export ticket message history, you can export the tickets from a metric drill-down. Certain reports give you the option to drill-down into the metrics to review which tickets are included in the metric calculation, with the option to include the full ticket message history in the export. The CSV includes the following data:

• A link to the ticket
• Ticket ID
• Initial channel
• Last used integration name
• Last used integration type
• Created by an agent
• Subject
• Creation date
• Closed date
• Survey score
• Assignee name
• Assignee email
• Customer email
• Customer name
• First response time
• Resolution time
• Messages sent during the period
• Ticket handle time
• Ticket and customer fields
• Message text

The messages in the export will be ordered chronologically, with the oldest message appearing first, and the timestamps on the messages will appear in the timezone of the person who exported the CSV. Only public messages are included in the export.

Export the drill-down as a .CSV

When ticket message history is included in the export, you can export the most recent 30 days of data from the selected period, up to a maximum of 100,000 tickets.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. Select a report that includes an exportable drill-down from the menu.
4. Click a metric to open the drill-down.
5. Click Export in the top-right corner of the drill-down, then select Export with message content. We'll email you a download link for the export file once it's ready.

Request a custom export

If you're looking to export additional data from your helpdesk, contact our support team to request a custom export. We can help you build an export that includes any of the following data points:

Tickets

• Ticket ID, URL, Subject
• Ticket messages:
  • Message ID
  • Message body text
• Metrics:
  • FRT
  • Resolution time
• Ticket created time
• Ticket closed time
• Ticket channel
• CSAT score and survey date
• Page from where a chat ticket was initiated

Billable tickets & revenue statistics

• Converted tickets
• Total spent per customer
• Billable tickets

Ticket fields

• Overall list of fields
• Ticket fields statistics over time

Help Center

• Article title
• Article URL
• Article content
• SEO metadata

Agent and customer details

• Agent details:
  • Email
  • Role
  • Bio
  • ID
• Customer details:
  • Name
  • Email
  • Customer notes

Integrations

• Integration name and ID
• Integration address (for email-type integrations)
• Integration type

Other

• Tags
• Macros

To request an export, contact our support team and let us know your Gorgias subdomain, the type of export you'd like (for example: what data should be included and the time frame), and the email address we should use to communicate with you.