Exporting support tickets requires selecting only the relevant ones. Applying filters enables you to concentrate on specific ticket categories, avoiding the need to sift through unnecessary data later. This straightforward process enhances reporting efficiency, accuracy, and ease of management.

BoldDesk offers a set of system views, and agents can also design custom filters from which to export tickets. Explore further instructions about Predefined default Ticket Views or filters.

Exporting tickets from system views

• Log into your BoldDesk’s agent account.

• Navigate to the Tickets module.

• Select a ticket view to display its tickets.

• Click the Export option and select the required ticket fields to include in the exported file.

• Click Next and choose the preferred file format, configure CC fields, and set the time zone.

• Click Export to finalize the ticket export process.

  
  
  

Exporting tickets from custom filters

Using basic filter

Basic filters utilize a limited selection of system fields for refining and sorting data effectively.

• Apply conditions based on criteria such as ticket status, priority, assigned agent, or source.

• Click Apply to review the filtered tickets, ensuring they match your requirements.

• Click the Export option and select the required ticket fields.

• Click Next and choose the preferred file format, configure CC fields, and set the time zone.

• Click Export to finalize ticket export.

  
  
  

Using advanced filter

The Advanced Filter provides enhanced flexibility by enabling the use of custom fields:

• Open the filter and select the Switch to Advanced option.

• Set specific conditions to refine the ticket selection process.

• Click the Export icon and follow the same steps as in the basic filter export process.

  
  
  

Once the export is successfully completed, the agent will receive an email notification containing a link to the ticket report. You can access, download, and review the exported tickets by clicking on the link provided in the email.

How to export ticket when searched

The search filter displayed in the image below is exclusively used for locating tickets within the current view and cannot be applied during the export process. Regardless of the search result (e.g., a result of 1), selecting the export option will include all tickets from the original view. As such, in this scenario, the export will contain all tickets from the initial view. Please note that the search results do not influence the export output.

Check out this video for more details

Troubleshooting

Not receiving the export download link email

When you export tickets from a system view or a custom filter, BoldDesk processes the export and sends an email containing the download link. The export link is valid for two days.
If you don’t receive the email, use the steps below.

1) Confirm the sender of the export email

BoldDesk sends the export download link email from your configured support email address.
Check whether your mailbox is filtering or blocking emails coming from that configured support email address.

2) Check spam/junk and quarantine filters

If the export email was delivered but you can’t find it:

• Check your spam/junk folder.
• Check mailbox rules that may move the email to another folder.
• Check quarantine and release the email if it was quarantined.

3) Identify whether your organization is blocking BoldDesk emails

To confirm whether the issue is caused by organizational email security:

• Try receiving the export email in an external mailbox (for example, Gmail or Outlook).
• If the email arrives in an external mailbox but not in your organization mailbox, your organization’s email firewall or security policies are restricting BoldDesk emails.
  Contact your network administrator and request to allow/whitelist BoldDesk emails.

4) If you use a custom support email address, configure DKIM and SPF

If your instance uses a custom support email address, configure domain authentication to improve deliverability:

• Configure DKIM for the domain used by your support email.
• Ensure your domain’s SPF record includes BoldDesk (include:spf.bolddesk.com).

5) Ensure required recipients are added to CC (when applicable)

If other agents must also receive and download the export file, add them to the CC list during export so they receive the email and have permission to download the file.

6) If the issue continues, contact BoldDesk Support

If you still don’t receive the export download link email after completing the steps above, contact BoldDesk Support and include:

• The email address used for export
• The approximate export time
• The configured support email address (sender)
• Any evidence from spam/quarantine logs (if available)

FAQs

1. Can I schedule recurring ticket exports in BoldDesk?
   Yes, you can schedule ticket exports in BoldDesk. Please refer to How to Configure Scheduled Reports.

2. Are custom field values included automatically in ticket exports?
   Custom fields are included only when selected during the export field selection step.

3. Where can I manage permissions for who can export tickets?
   Ticket export privileges are controlled in Admin Settings → Roles & Permissions → Ticket → Export Tickets. Administrators can enable or restrict export capabilities per role.

4. What file formats does BoldDesk support for ticket exports?
   BoldDesk typically supports CSV and Excel formats, selectable during the export configuration step.

5. Does changing my time zone affect exported timestamps?
   No. Export timestamps are based on the time zone you select during the export process, not your profile time zone.

Related Articles

• Using Ticket Views or Saved Filters
• Predefined Default Ticket Views or Filters
• Using and Saving Advanced Filters as Ticket Views