How to export ticket data

Exporting ticket data can be useful for:

  • Analyzing trends or performance outside of Mojo Helpdesk
  • Backing up ticket records for internal archives or audits
  • Sharing specific ticket data (including custom fields) with stakeholders who don’t have Mojo Helpdesk access

When exporting tickets, the following data will be included in the CSV file:

  • Id
  • Type
  • Resolution
  • Title
  • Description
  • User
  • User Email
  • Group
  • Assigned To
  • Assigned To Email
  • Status
  • Priority
  • Ticket Queue
  • Ticket Form
  • Rating
  • Created On
  • Updated On
  • First Assigned On
  • Due On
  • Scheduled On
  • Status Changed On
  • Solved On
  • Rated On
  • Rating Comment
  • Time to Solve (minutes)
  • Time Spent (minutes)
  • Time to First Response (minutes)
  • Tags
  • All custom fields

Note: Ticket exports include the ticket content. It will not include any succeeding comments or attachments. To export tickets with all comments, use the Mojo Helpdesk API.

Tickets can be exported in two ways, depending on the user’s role.

From any ticket list or view (for all agents)

  1. Navigate to any ticket list (ex. Open Tickets, or a saved search).
  2. Click the three dots on the right side of the page
  3. Select export
  4. Click proceed to initiate the download

From Admin Settings (Admins & Managers)

  1. Click on the grid icon on the upper right corner
  2. Select Account administration
  3. Select Help desk > Export data
  4. Select new ticket export
  5. Expand and select the necessary filters
    • Check the box to include description if desired (by default, this is left out from the export)
  6. Choose the report frequency
    • Select email me a link for a one-time export
    • Select schedule recurring and select the frequency of the export
  7. After requesting an export, keep an eye out for the email with the following details: