> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thena.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

<CardGroup cols={2}>
  <Card title="Comprehensive data export" icon="database">
    Export all ticket information including core fields, customer data, SLA tracking, and custom fields in a single CSV file.
  </Card>

  <Card title="Filtered exports" icon="filter">
    Export respects your current view filters and date ranges for targeted data analysis and reporting.
  </Card>
</CardGroup>

## Accessing the export feature

The export functionality is available in the secondary header of your ticket dashboard:

1. Navigate to your team's ticket dashboard.
2. Apply any filters or views to narrow down your ticket selection.
3. Look for the download icon in the top-right corner of the secondary header.
4. Click the download button to initiate the export process.

<Tip>
  The export will include all tickets currently visible in your view, respecting any active filters, or date ranges you've applied.
</Tip>

## What gets exported

<CardGroup cols={2}>
  <Card title="Standard fields" icon="table">
    All core ticket information is included automatically in every export.
  </Card>

  <Card title="Custom fields" icon="sliders">
    Team-specific custom fields are dynamically added based on your configuration.
  </Card>
</CardGroup>

When you export tickets, the CSV file includes comprehensive ticket data with the following information:

<AccordionGroup>
  <Accordion title="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
  </Accordion>

  <Accordion title="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
  </Accordion>

  <Accordion title="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
  </Accordion>

  <Accordion title="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
  </Accordion>

  <Accordion title="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
  </Accordion>

  <Accordion title="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
  </Accordion>
</AccordionGroup>

## 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

<Warning>
  If no tickets match your current filters or view, you'll receive an error message and no file will be generated.
</Warning>

<Tip>
  For large datasets, consider exporting in smaller batches using date ranges or status filters to improve processing speed and file manageability.
</Tip>