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Ticketing
Export tickets
Export your tickets to CSV format for analysis, reporting, and external processing in Thena.
Overview
The ticket export feature in Thena allows you to download all tickets from your current view as a CSV file. This powerful tool enables you to analyze ticket data, create reports, and integrate with external systems for comprehensive support management.Comprehensive data export
Export all ticket information including core fields, customer data, SLA tracking, and custom fields in a single CSV file.
Filtered exports
Export respects your current view filters and date ranges for targeted data analysis and reporting.
Accessing the export feature
The export functionality is available in the secondary header of your ticket dashboard:- Navigate to your team’s ticket dashboard.
- Apply any filters or views to narrow down your ticket selection.
- Look for the download icon in the top-right corner of the secondary header.
- Click the download button to initiate the export process.
The export will include all tickets currently visible in your view, respecting any active filters, or date ranges you’ve applied.
What gets exported
Standard fields
All core ticket information is included automatically in every export.
Custom fields
Team-specific custom fields are dynamically added based on your configuration.
Core ticket fields
Core ticket fields
- Ticket ID: Unique identifier for each ticket
- Title: The ticket subject line
- Description: Full ticket description content
- Status: Current ticket status
- Priority: Assigned priority level
- Type: Ticket type classification
- Source: Channel where the ticket originated
Assignment and team data
Assignment and team data
- Assigned Agent: Name of the assigned support agent
- Assigned Agent Email: Contact email of the assigned agent
- Team: The team handling the ticket
Customer information
Customer information
- Account Name: Associated customer account
- Contact Name: Primary contact person
- Contact Email: Customer’s email address
- Account Owner: Account owner information
- Account Website: Customer’s website
- Account Industry: Industry classification
Timestamps and SLA tracking
Timestamps and SLA tracking
- Created At: When the ticket was first created
- Updated At: Last modification timestamp
- Due Date: SLA due date if applicable
- SLA First Response Status: First response SLA compliance
- SLA Resolution Status: Resolution SLA compliance
Additional metadata
Additional metadata
- Is Escalated: Whether the ticket has been escalated
- Is Private: Privacy status of the ticket
- Story Points: Effort estimation if configured
- Tags: All associated ticket tags
- CSAT Rating: Customer satisfaction rating
- CSAT Comment: Customer feedback comments
Custom fields
Custom fields
All custom fields configured for your team are automatically included in the export, with the following considerations:
- Field values: Actual values for text, number, and selection fields
- Option mapping: For dropdown and radio fields, exports show the display values rather than internal IDs
- Multi-value support: Fields with multiple selections are separated by semicolons
- File exclusion: File upload fields are excluded from exports for security and size considerations
File format and compatibility
- File naming: Exported files are automatically named using the pattern:
{team-name}-{date}-{time}.csv - Encoding: UTF-8 with BOM for maximum compatibility
- Delimiter: Comma-separated values
- Text handling: Automatic escaping of special characters and line breaks
- Date format: Standardized YYYY-MM-DD HH:mm:ss format
If no tickets match your current filters or view, you’ll receive an error message and no file will be generated.
For large datasets, consider exporting in smaller batches using date ranges or status filters to improve processing speed and file manageability.