Overview
This article explains how to export your current and historical ticket data from the current Freshdesk Support portal.
As we move to the new Support Portal, all open tickets and tickets created within the past two years will be retained. To keep a complete record of older Helpdesk activity, download your ticket history from the current Freshdesk portal before it is retired.
You can select a date range that covers your full available ticket history.
Before you begin
- Your Freshdesk portal account must be verified.
- You must be able to sign in and view your submitted tickets.
Download Your Ticket History
- Go to the current Freshdesk Support portal.
- Select Login and sign in using the email address and password associated with your Helpdesk account.
Note: If you need to reset your password, select Forgot your password? and follow the prompts. - Select Check ticket status to open your ticket list. The page may initially show Open or Pending tickets sorted by Date Created.
- Select Export Tickets.
- Under Export as, select Excel.
- Under Filter tickets created in, select the date range for the tickets you want to download. To export your full available history, select the earliest available date through the current date.
- Under Select fields, select all available fields so the export contains the most complete record of each ticket. Available fields include:
- Ticket ID
- Requester Name
- Updated Date
- Phone Extension
- Select Export.
Outcome
The Freshdesk portal generates an Excel file containing the selected tickets and their available ticket details.