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Export tickets from GorgiasUpdated 4 days ago

If you'd like to analyze your tickets outside of Gorgias, you can export tickets from your helpdesk into a CSV file using a bulk action.

Requirements


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.

Note: The download link will be active for 14 days. Once 14 days have passed, you'll need to re-generate your export.


Your export file will include the tags, the related satisfaction survey, as well as the following fields:

  • A link to the ticket
  • Ticket id
  • Tags
  • Initial channel
  • 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
  • Customer last Shopify order
  • First response time
  • Resolution time
  • Number of agent messages
  • Number of customer messages
  • Ticket fields

You can include up to 1 million tickets per export. If you attempt to run an export on a View that contains more than 1 million tickets, the export will be cut off at the limit. We estimate that it can take 1 hour to export 100,000 tickets. If you're exporting 1 million tickets, it's expected that the export can take up to 10 hours.

Export tickets

  1. From your helpdesk, click the Tickets icon in the main menu. 
  2. Select a Ticket View from the sidebar.
  3. 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.
  4. Click the dropdown menu next to More, then select Export tickets.
Tip: If you've opened a Ticket View in the ticket panel, click the three dots icon, then select Export tickets to generate your export.


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 (amount you paid vs. the amount of revenue)
  • 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 reach out to you at, or open our chat widget right from your helpdesk and select the Exports and API flow. 

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