Exporting data
Every place you can download data as a file: the ticket list, reports, form responses and a requester's personal data.
Most lists and reports can be downloaded as a file, to analyse in a spreadsheet or hand to someone who does not use the app. This page lists every export and what each file contains.
The ticket list
- Go to Tickets and set up the filters, search and project you want.
- Choose Export CSV.
The file, tickets.csv, has one row per ticket with Key, Title, Status, Priority, Project, Assignee and Updated. It contains every ticket the filters match, not just the page on screen, up to 10,000 tickets. If there are more, a message says how many were exported. Narrow the filters and export the rest separately.
The Reports page
- Export at the top downloads a summary of the page for the chosen projects: ticket totals by status and priority, SLA compliance and breach rates, average response and resolution times, and CSAT.
- CSV on the Productivity, Change success rate and Time & cost panels downloads that report for the chosen projects and date range.
To have the productivity or change success file emailed on a schedule, see Report schedules.
Saved reports
Any report saved in the report builder can be downloaded with CSV in its toolbar. Use this when you need columns or groupings the ticket list does not offer, such as the requester's department or site.
Intake form responses
On an intake form's Responses tab, choose Download CSV. Each response is one row: when it was submitted, the ticket it created, who sent it, and one column per question. Answers to questions you have since deleted are still included, in their own columns.
The whole workspace
Settings → Export data downloads everything in the workspace as one JSON file, for a backup or to move elsewhere: members and roles, projects, workflows and statuses, every ticket with its SLA times, comments and custom field values, requesters (your workspace may call them customers or employees) with their groupings, SLA policies and calendars, the service catalog, configuration items, known errors and docs. Passwords, two-factor secrets, connection credentials, portal sign-in links and public tracking links are never included, and uploaded files are listed rather than embedded. It needs permission to manage the workspace (Owners and Admins), a signed-in session, and each export is written to the audit log.
One requester's personal data
To answer a subject access request, open the requester (your workspace may call them customers or employees) and choose Export data. It is also in the menu on their row in the list. You get a JSON file with their profile, their tickets, each ticket's comments and any satisfaction rating they gave. Each export is written to the audit log. This needs permission to manage requesters.