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)
- Navigate to any ticket list (ex. Open Tickets, or a saved search).
- Click the three dots on the right side of the page
- Select
export
- Click
proceed
to initiate the download
From Admin Settings (Admins & Managers)
- Click on the grid icon on the upper right corner
- Select
Account administration
- Select
Help desk > Export data
- Select
new ticket export
- Expand and select the necessary filters
- Check the box to
include description
if desired (by default, this is left out from the export)
- Check the box to
- Choose the report frequency
- Select
email me a link
for a one-time export - Select
schedule recurring
and select the frequency of the export
- Select
- After requesting an export, keep an eye out for the email with the following details:
- From: no-reply@help.mojohelpdesk.com
- Subject: [Helpdesk] ticket export
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