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

A ticket export is a CSV file. It can include the following columns:

  • 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
  • Custom fields: one column for each custom field of the ticket forms that appear in the export. Fields of forms with no exported ticket are left out
  • Assets

Exports from Account administration let you choose which of these columns the file includes (see below).

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 in the trash are never exported, unless the search you export is a search of the trash.

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

From any ticket list or view (for all agents)

A ticket list with its three-dot menu open and the export option highlighted.

  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. Tick the box to include the ticket descriptions if you need them
  5. Click proceed to initiate the download

The file holds the tickets of the list, in the order the list is sorted, and only tickets you have access to.

From Account administration (Admins & Managers)

  1. Click on the waffle icon on the upper right corner
  2. Select Account administration
  3. Select Help desk > Export data
  4. Select new ticket export
  5. Expand Filters and set the filters you need. You can pick several values in a filter (for example two queues) to export tickets that have any of them. A filter leaves out tickets that have none of its values
  6. Expand Columns and untick the columns you don't need. Description is unticked by default
  7. Choose the report frequency
    • Select email me a link for a one-time export
    • Select schedule recurring and select the frequency of the export
  8. After requesting an export, keep an eye out for the email with the following details:

An export holds at most 10,000 tickets.

The Ticket Export dialog with the Filters section open and two queues, Sales and Support, picked in the queue filter.

The Ticket Export dialog with the Columns section open, showing a checkbox for each column, with Description unticked.

What the file shows

The first line of the CSV states the filters the export used, in words, for example: Filters: queue "Sales" or "Support"; updated within the last 7 days; not in the trash. Check it when an export holds fewer tickets than you expected.

Scheduled exports

Scheduled exports are listed under Help desk > Export data, where you can edit, pause or delete them. Pausing an export keeps its filters.

An export shows as not running, with the reason, when it can no longer run, for example when the manager who created it has left or lost the manager role. Such an export sends nothing until it is fixed or deleted. Every 6 months, Mojo emails the creator of a scheduled export to confirm it is still needed.