How do you export Freshdesk tickets for an AI data license?
Freshdesk keeps a company’s support conversations in one help desk, and its ticket export is quick to run. The catch is in what the file leaves out: the page we read says a ticket export does not carry the full conversation history or archived tickets, and those need a separate account export. Customer details run through every ticket, so cleaning is planned before anything is prepared.
What a Freshdesk help desk usually holds
| Tickets with their fields | Subject, status, type, and the agent and group who handled each one, with dates. The export lets you tick the fields you want. |
| The conversation | Customer messages and agent replies in order. This is the layer that teaches most, and it is the one the ticket export does not carry in full. |
| Description and other long text fields | The customer’s first message sits in a long text field, which the export panel shows only when you ask for the multiline fields. |
| Archived tickets | Older tickets that have moved out of the main list. A ticket export leaves them behind. |
| Contacts and companies | The people and accounts behind the tickets. Freshdesk says an admin can export them from the same place as tickets. |
How tickets leave Freshdesk, route by route
| Tool | What an export gives you | What is missing or needs an admin |
|---|---|---|
| Ticket export from the All tickets view | A CSV or Excel file of the tickets you filter, with the fields you choose, including the description when you ask for the multiline fields. | The full conversation history and archived tickets. The pages we read say nothing about attachments. |
| Export with a date range | One period at a time: filter the list, choose Export and enter the dates in the popup that opens. | The export window’s dates have to sit inside the list page’s, so set the list to any time first. The page on this was last changed in 2018, so check the screen your account shows. |
| Account export | The route Freshdesk points to for full conversation history and archived tickets. Past exports and their download progress are listed under Admin, then Account exports. | We could not open a Freshdesk page on what an account export contains, its format or its limits, so confirm those in your own account before you plan around it. |
Tool names belong to their owners and are used only to say where records usually live. Export features change by plan and version, so check the current rules for your account.
Why a help desk is a good source
A ticket has a beginning, a back and forth and an end. When the end is a clear solution, the thread shows how a question became an answer, which is the skill a support assistant is built to learn.
Dates and statuses let a set be described by year and by outcome, so a reader can tell a thin set from a deep one before opening a single ticket.
Who can run it, and what to check first
Freshdesk says people with the Admin or Supervisor role can export tickets. If the Export button is missing, the export permission may be off for that role, or a custom role may be restricted. An admin can change this under Admin, then Roles.
Tickets hold names, email addresses, order numbers and whatever a customer chose to type. Each has to be removed or de-identified before a sample leaves your company. Your privacy notice and customer terms decide what may be done with the messages, so ask your counsel first.
What a Freshdesk ticket set leaves out
| Customer names, emails and phone numbers | Replaced, so one customer’s tickets stay linked without naming the person. |
| Payment, health and account details typed into a ticket | Taken out. If a ticket cannot be cleaned with confidence, the whole ticket stays out. |
| Attachments | Not part of a first set. The pages we read do not describe them, and any added later are screened one by one. |
An example, invented for illustration
A software company has used Freshdesk for six years. A supervisor exports one year of tickets, with the description field included, to see what the file holds. The file lacks the full conversations, so the company asks for an account export of the older history. A set is then prepared with customer details removed, payment lines taken out and attachments left behind, and the owner reads a sample before anything is shared.
Questions owners ask about this
Does the ticket export include the whole conversation?
Not according to the Freshdesk page we read. It says a ticket export does not include the full conversation history or archived tickets, and it points to an account export for those.
The Export button is missing for one of our admins. Why?
Export permission may be switched off for that person’s role, or a custom role may be restricted. Freshdesk says an admin can change this under Admin, then Roles.
Can we export one year at a time?
Yes. Filter the list, choose Export and enter the dates in the popup. Set the list itself to any time first, so the export window’s dates fit inside it.
Do attachments come with the export?
The pages we read do not say, so treat attachments as a separate question and ask Freshdesk or your account contact before you count on them.
Didn't find your question? Ask us directly.
Sources
The vendor's own pages this guide draws on. Some help centers did not open for us, and where a step rests on a summary and not the page itself, the guide says so. Menus and limits change by plan and version, so check the current pages for your account.
Keep reading
Related kinds of records
- Support tickets: The whole thread, wrong guesses included, with customers replaced by stand-ins.
- Zendesk data export: How to get tickets with every reply and internal note out of Zendesk, and what customers’ details need first.
- Intercom data export: Which Intercom routes return the actual chat text, which return only reporting columns, and what customers typed that must go.