How to Export Tickets from the Agent Portal
BoldDesk provides an option to export the tickets from the ticket listing page. The export process occurs based on the current ticket page filter. You have the option to select the system and custom fields for exporting. When you have given export, it will be queued and processed, and you will receive an email with a file download link from your support email address.
Please watch this video tutorial for further information.
Steps for exporting the tickets from the agent portal
- Go to the Ticket Listing Page in the agent portal and click the Export option.
- Select the Fields you want to include in the export, then click Next.
- Choose the export file format, add CC recipients, set the time zone, and click Export.
| Supported File Formats | Fields |
|---|---|
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- When an agent initiates a data export (e.g., reports, contacts, or articles), BoldDesk automatically sends an email notification with a download link to the requester and any CC recipients. Ensure all required agents are added to the CC field so they receive the email and have permission to download the file.
- Ticket exports currently include only the ticket description and the last reply. Other replies are not included in the export file.
- The export file is generated based on the current page filter and sorting. Agents can export tickets, contacts, reports, and knowledge base articles through the Agent Portal, subject to their assigned permissions.
The request will be queued and processed. When the export process is completed, you will receive an email with a download link of the export file from your support email address.
Click the download link (Ticket_Report_1641361161) to download the desired file directly.
When you try to open an invalid or expired download link, you will receive an error message as shown in the image below.
When you try to open the download link without permission, you will receive an error message.
FAQs
1. Can we share the received export links with other users?
Yes, the file is available for download to the requested and required agents listed in the “CCs” field. They will receive an email containing the download link for the export.
2. Can we export tickets in the system predefined view?
Yes, we can export the tickets in the system predefined view.
3. What is the maximum number of records to be exported in a single export?
A maximum of 1000 records can be exported. If records exceed 1000, you can split them by applying date filters and downloading them as multiple files.
4. How long will the export link be active?
The export link will be valid for two days from the generation date.
5. Is it possible to receive an export instantly?
It depends on the number of requests created at a time. When more users request at the same time, it will be queued and processed. So, you will receive the file with some delay.
6. In the agent portal, are all user roles able to export?
Yes, the export is available for all user roles in the agent portal.
7. In which mailbox will I receive the export link?
You will receive an email from your configured support email address.
8. What can cause ticket export to fail?
The export may fail when the Description or Last Reply characters exceed Excel’s cell character limit. To reduce the character count, use plain text for Description and Last Reply to remove HTML tags. The exports may still fail if the plain text is still large.
