How to Export Contacts from the Agent Portal
BoldDesk offers the capability to export contacts from the contact listing page. The contact page filter determines the export process. You can choose the system and custom fields to include in the export. Once you initiate the export, it will be placed in a queue for processing, and you will receive an email containing a link to download the exported file from your support email address.
- Only the requested user and the user in the CC can download the file.
- The generated link will be valid for two days from the generation date.
Exporting Contacts from the Agent Portal
Follow the given steps to export the contacts from the agent portal:
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Navigate to the contact listing page in the agent portal and click Export from the top panel.
The export file is generated using the current page filter.
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Click Next in the pop-up after selecting the export file fields.
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Click Export in the pop-up after selecting the export file format, CCs, and Time Zone.
Include the required agents in the CCs field to receive an email with the download link for the export.
After the export is successfully queued, you will receive the following toast message.
The request will be queued and processed. When the export process is completed, you will receive an email with a download link to the export file from your support email address.
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Click the Download Link to download the desired file directly.
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When you try to open another user’s download link, you will end with the following error page.
Troubleshooting (export downloads and delivery)
The export email did not arrive
- Confirm the export request was queued successfully (toast message).
- Allow time for queue processing when many exports are requested concurrently.
- Verify which mailbox receives the export: the email is sent from the configured support email address (check spam/junk rules for that sender/domain).
A user cannot download the export file
- Confirm the user is either the requester or included in the CC list for that export request.
- If the user is not authorized, the download link will show access denied.
The download link no longer works
Confirm the link is being used within 2 days of link generation.
Export does not include expected contacts
- Confirm the correct contact listing filter was applied before selecting Export.
- The export output is based on the current page filter, not on a separate export filter screen.
Frequently Asked Questions
1. Can the export download link be shared with other users?
Only the requesting user and users included in CC can download the file. Other users will receive an access denied error if they open the link.
2. Can I export a system predefined view?
Yes. If the system predefined view is applied as the current contact listing page view/filter, it can be exported.
3. How long is the export link active?
The export link is valid for 2 days from the generation date.
4. Will the export download instantly?
Not always. Export requests are queued. If many exports are requested at the same time, processing can take longer.
5. In the Agent Portal, can all user roles export contacts?
Yes. Export is available for all user roles in the Agent Portal.
6. Which email address sends the download link?
The email is sent from the configured support email address.
7. What is the maximum number of records per export?
Up to 5,000 records per export. If you need more than 5,000, apply filters (for example, date filters) and export multiple files.
8. Who will receive the export email?
The requesting user always receives the email. Users added in CC also receive the email and can download the file.
