How to Export Data Using BoldDesk Reports Module
This article explains how to export ticket data from BoldDesk using the Reports module. While the Ticket module limits exports to 1,000 records per action, the Reports module allows you to export up to 5,000 records at once. You’ll learn the steps to export complete ticket data from reports, as well as specific metrics from dashboards, using both Export and Advanced Export options.
Steps to export data using a report
The following instructions are applicable to the Ticket Metrics Report, Customer Satisfaction Report, and the Work Log Report within the Reports module:
- Navigate to the Reports module.
- Select the report that contains the data you need.
- Click the Export icon. A dialog box appears where you can choose which ticket fields to include in the export file.
- Use the Search bar to quickly find specific fields.
- Select the required ticket fields by checking the boxes (e.g., Ticket ID, Created On). You can also click Select All to include all fields.
- Click Next.
- Choose the desired file format for the export (CSV or Excel).
- Enter the Email Subject, specify CC recipients, select the Time Zone, and decide whether to export time fields in minutes format.
- Click the Export button.
- Click the provided link to download the file to your local device.
Steps to export data for specific metrics in a report
The following steps outline the process to export data for the relevant reports available in the Reports module, including: Support Monitoring Dashboard, Support Traffic Dashboard, SLA Dashboard, Agent or Group Performance Dashboard, Contact Dashboard, Activity Dashboard, Knowledge Base Dashboard, and AI Usage Dashboard.
-
Log in to your BoldDesk account.
-
Navigate to the Reports module.
-
Select the desired report for which you wish to export data.
-
Identify the specific metric you want to export (e.g., Unsolved Tickets, On Hold Tickets, Response Overdue, Resolution Overdue, Available Agents).
-
Click the Columns button to choose which ticket fields should appear in the export file.
- A Choose Columns dialog box will appear.
- Use the Search Column bar to quickly find fields.
- Select up to 50 fields (e.g., Ticket ID, Subject, Status, Priority, Category, Agent, Group, Requester, Contact Group, Created On).
- Click Apply to confirm your column selection.
-
After selecting columns, click the Export dropdown menu. You have two options:
Option A: Export
-
If you select Export, the system immediately processes the export using the selected columns.
-
The following steps will follow:
-
Once the export is confirmed, you will receive an automated email from BoldDesk containing a download link.
-
Click the provided link to download the file to your local device.
-
Option B: Advanced Export
- If you select Advanced Export, follow these steps:
-
Select the desired file format (CSV or Excel).
-
Enter the Email Subject, specify CC recipients, and select the Time Zone.
-
Click the Export button.
-
Once the export is confirmed, you will receive an automated email from BoldDesk containing a download link.
-
Click the provided link to download the file to your local device.
-
- A maximum of 5,000 records can be exported at a time.
- The Ticket Conversation Report and AI Conversation Report currently do not have the option to export data contained within them.
- Only the selected columns will be included in the exported file.
- You can use filters to customize the data to be exported.
- Advanced Export in the export dropdown menu enables users to specify the “export format,” “email subject,” “CC recipients,” and “time zone” prior to exporting the data.
Frequently Asked Questions (FAQ)
1. Why can’t I export more than 1,000 tickets from the ticket module?
The ticket module has a built-in limit of 1,000 records per export. To export more, use the Reports module, which supports up to 5,000 records per export action.
2. What’s the difference between “Export” and “Advanced Export”?
- Export: Immediately generates the file using selected columns.
- Advanced Export: Lets you customize the file format, email subject, CC recipients, and time zone before exporting.
3. Can I export more than 5,000 records at once?
No. The maximum export limit is 5,000 records per action. To export more, apply filters or date ranges and perform multiple exports.
4. Why don’t I see an export option in some reports?
The Ticket Conversation Report and AI Conversation Report currently do not support data export.
5. What file formats are supported for exports?
You can export data in CSV or Excel format.
6. Can I choose which fields to include in the export?
Yes. You can select specific fields (up to 50) using the Choose Columns option before exporting.
7. How will I receive the exported file?
Once the export is complete, BoldDesk sends an automated email with a download link to your registered email address.
8. Can I schedule exports to run automatically?
Yes. Use the Scheduled Reports feature to automate report generation and delivery at set intervals. Learn more on How to Configure Scheduled Reports.
9. Can I export data from dashboards like SLA or Agent Performance?
Yes. Most dashboards in the Reports module support exporting specific metrics using the Export or Advanced Export options.
10. What happens if I select more than 50 fields for export?
You’ll need to reduce the number of selected fields to 50 or fewer before proceeding with the export.
