The data export feature in Freshdesk allows you to schedule an export of ticket information, which can come in handy for:

  • Creating daily reports for dashboards to help Admins track the helpdesk’s performance

  • Comparing turnaround times for different groups and measuring KPIs


This data can be exported along with the requester's associated Contact and Company fields, which can be used to supplement the analyses you may conduct with your BI tools.

Note: You can receive the export from Freshdesk as a CSV via email or an API link. A sample export file has been attached in this article.


Article Overview:

To export a report,

  1. Login to your support portal as an Administrator/Supervisor.
  2. Go to Analytics > select the report you wish to export > click the export icon on the top right corner > choose Export to Email > select the pages in the report.
  3. Click Export
  4. You will receive the report as a PDF file in your registered email.


Note: When interactive filters are applied to a report, you can download the view with or without those filters applied. To export the report without the saved filters, check the Download current view checkbox.


        

To export a widget,

  1. Go to Analytics > select the Report you wish to export > expand the Widget you wish to export > click on the three dots inside the widget > choose Export to Email
  2. Select the format as CSV or PDF or XLSX
  3. Click Export
  4. You will receive the report in your registered email

Here is a video to understand how to export reports from Analytics.

        


Below are the factors you might need to consider while exporting reports.

  1. Make sure the date range of the export is correct and valid across Widget level/Page level/Report level filters. If the date filter is set different in the Page level/Report level filters, than the one in Widget level, the exported data may not have the expected results.
  2. Make sure you are selecting Graph data for the trend numbers you see in a widget and the Underlying data for the complete data set of the widget. You can select up to 10 fields as columns for the export from the underlying data by editing the report, and adding fields using the 'Gear' icon as shown below.


Based on the number of entries in the data, it may take several minutes to export and send the data to your mailbox.



Note: If the date range is correctly set and you still do not receive the export for the specified date range, try this troubleshooting step: edit the report, remove the date range filter, save the report, then edit it again and reapply the desired date range. Finally, save the report and proceed with the export. If you still face issues, reach out to our support.


To schedule a data export:

  1. Login to your support portal as an Administrator/Supervisor.

  2. Go to Analytics > click the gear icon (Settings) on the top right corner > choose Data Exports.

  3. Click on Create Export.

  4. Give it a Name, Description and choose a Module from which you want to export data: Tickets, Timesheet, Surveys, Survey results, Articles, and Triage.
  5. Choose when you'd like to receive the export from the Schedule dropdown field (Daily, Weekly or Monthly) and then set the required time.
  6. Set any Filters of your choice. All your dropdown and dependent fields will be displayed.
  7. Choose the Ticket fields and/or Tag fields you want to include in the CSV file.

To receive the export file via API

  1. Copy and paste the URL in your Business Intelligence tool.

  2. Once you hit the API from your BI tool, you will receive a response in the following format:

{ "export":{
    "url":"..."
}
}

The URL parameter holds the link to the latest export file for that schedule. The file will be available for 30 days from the date of creation. 


To access your data exports:

  1. To view the exports that you had scheduled, go to Analytics > click the gear icon (Settings) on the top right corner > choose Data Exports.

  2. You'll be able to view the Title, Frequency, and the Status of your data export here. 

  3. Click on the Title to open a data export schedule, and use the Active toggle to deactivate a schedule.

  4. Use the download button that appears when you hover over a scheduled export to download the available data exports.

  5. An export once scheduled, cannot be edited. You will have to delete it altogether and create one afresh. Use the delete button that appears when you hover over a scheduled export.

Note: You might need assistance from a developer to hit the API, so please ensure that they have access to the API key of the person who created the schedule.


Format Time

Using the formula in MS Excel or Google Sheets to extract time components from a format like ""2h 2m 12s"" (to HH:MM:SS format) is a powerful way to reformat the time once the data is exported from Analytics.


Assume your original time data is in cell A1. 


Excel: 


Formula: =TEXT(VALUE(LEFT(A1, SEARCH(""h"", A1)-1)), ""00"") & "":"" & TEXT(VALUE(MID(A1, SEARCH(""h"", A1)+2, SEARCH(""m"", A1)-SEARCH(""h"", A1)-2)), ""00"") & "":"" & TEXT(VALUE(MID(A1, SEARCH(""m"", A1)+2, SEARCH(""s"", A1)-SEARCH(""m"", A1)-2)), ""00"")


Google Sheet: 

Formula: =TEXT(VALUE(REGEXEXTRACT(A1, ""(\d+)h"")) + VALUE(REGEXEXTRACT(A1, ""(\d+)m""))/60 + VALUE(REGEXEXTRACT(A1, ""(\d+)s""))/3600, ""00"") & "":"" & TEXT(VALUE(REGEXEXTRACT(A1, ""(\d+)m"")) + VALUE(REGEXEXTRACT(A1, ""(\d+)s""))/60, ""00"") & "":"" & TEXT(VALUE(REGEXEXTRACT(A1, ""(\d+)s"")), ""00"")


Learn more about the Basics of Analytics through our webinar with insights on curated reports, creating custom reports for your helpdesk, learning to apply filters on reports, and much more.

You can also refer to our Analytics guide for various use cases to implement in your helpdesk.